Customer Experience Analyst

🕒 October 8

🏄 California – Remote

🏄 California – Remote

💵 $77k - $114k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Robert Half

WebsiteLinkedInAll Job Openings

10,000+ employees

⚖️ Legal

📣 Marketing

📦 Logistics

Legal • Marketing • Logistics

Robert Half is the world’s first and largest specialized talent solutions firm, connecting opportunities at great companies with highly skilled job seekers. The company provides contract, temporary, and permanent placement solutions across multiple sectors including finance and accounting, technology, marketing and creative, legal, and administrative and customer support. Recognized for its workplace excellence, Robert Half has been listed on Fortune’s World’s Most Admired Companies and Forbes Best Employer for Diversity, and it is the parent company of Protiviti®. Robert Half is publicly traded on the New York Stock Exchange (RHI) and is a member of the S&P 500 index.

📋 Description

• Manage the day-to-day execution and analysis of customer experience listening programs across client and candidate journeys • Own recurring customer experience reporting cycles, including data preparation, quality assurance, summaries, and materials for CX leadership • Analyze survey results, trends, segments, and open-text feedback using statistical methods, coding frameworks, taxonomies, and validation rules • Create PowerPoint charts, tables, and summaries explaining patterns, changes, and areas for investigation • Use text analytics and AI tools for theme identification and summarization, validating outputs against source data and coding standards • Support report automation, dashboard maintenance, data-feed validation, and repeatable analysis and reporting improvements • Manage established customer experience survey programs, including programming, distributions, contact lists, suppression rules, workflows, and maintenance • Test survey links, logic, data capture, and workflow changes before launch and after major updates • Lead development, configuration, testing, monitoring, and analysis of digital intercepts with internal teams and external vendors • Engage vendors and internal partners on troubleshooting, testing, and program enhancements; maintain program documentation • Synthesize feedback, interaction, behavioral, and operational data for customer experience investigations • Lead focus groups and individual interviews through scheduling, note-taking, organization, and thematic synthesis • Conduct customer experience analyses and investigations to answer business questions and support decision-making • Monitor dashboards and structured and unstructured data sources for notable changes, emerging themes, and customer friction • Review reporting alerts and threshold changes, validate signals, document findings, and share results with the appropriate team • Partner with Customer Experience, Design, Digital, Technology, Data, and other teams on research and measurement initiatives

🎯 Requirements

• Bachelor's degree in business, marketing, research, analytics, social sciences, or a related field, or equivalent professional experience • 5+ years in customer experience, customer insights, survey research, market research, analytics, or related work • Strong analytical judgment, quantitative and qualitative analysis, data quality, research fundamentals, problem solving, process improvement, and management of recurring workstreams • Clear written and verbal communication, collaboration across business, technical, and vendor teams, strong follow-through, curiosity, and attention to detail • Advanced Microsoft Excel and PowerPoint • Intermediate experience with Qualtrics or a comparable enterprise survey platform • Experience with visualization tools and statistical analysis, including frequencies, cross-tabulations, trend analysis, and related techniques • Experience with text analytics and artificial intelligence-assisted analysis • Successful completion of a background check as a condition of employment

🏖️ Benefits

• Group health insurance benefits (medical, vision, dental) • FSA and HSA healthcare accounts • Life and accident insurance • Adoption and fertility assistance • Paid parental leave of up to 6 weeks • Short/long term disability • Paid time off for vacation, personal needs, and sick time • Up to 17 days of Choice Time Off (CTO) per calendar year for new hires, pro-rated based on hours worked and varying by years of service • Up to 11 paid holidays per calendar year • 401(k) savings and investment plan or deferred compensation plan (if eligible) • Employer match of 100% on the first 3% of contributions for eligible employees • Discretionary annual bonus • Reasonable accommodation assistance for applicants with disabilities

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