Business Analyst, Customer Experience - Saxon Global : Job Details

Work authorization: any (candidate must be authorized to work in US) Must-have skills: data analysis and interpretation; customer experience principles and methodologies; Proficiency in customer feedback management platforms; exp with telephony systems and integrated Voice Response (IVR) and Interactive Routing (IR) system; Familiarity with statistical analysis and data visualization tools; project management skills Location: Boca Raton, FL PLEASE SEND LOCAL CANDIDATES ONLY (registered and currently located in Boca Raton, FL). Candidates from other locations won't be considered. Relocation is not acceptable Client: Florida Department of Transportation Seniority on the skill/s required on this requirement: Mid. Earliest Start Date: ASAP Type: Temporary Project Estimated Duration: 6 months with possible extension(s) Additional information: The candidate should be able to provide an ID if the interview is requested. The candidate interviewing must be the same individual who will be assigned to work with our client. Requirements: •Availability to work 100% of the time at the Client's site in Boca Raton, FL (required); •Experience in collecting, analyzing, and interpreting data using data analytics tools and techniques. •Strong understanding of customer experiences principles and methodologies. •Experience in managing customer feedback platforms and extracting insights from surveys and reviews. Preferred: •Experience in developing and maintaining detailed customer journey maps. •Experience in defining, tracking, and reporting on key performance indicators (KPIs) related to customer experience. •Strong project management skills to drive initiatives from concept to implementation. •A master's degree or Six Sigma certification. Responsibilities include but are not limited to the following: •Provide post-implementation support in data analysis, feedback management, customer journey mapping, and performance metrics. •Collect, analyze, and interpret customer data from various sources to discover trends, patterns, and insights. •Monitor and manage customer feedback channels to extract valuable insights and track customer sentiment. •Develop and maintain detailed customer journey maps to visualize touchpoints, identify pain points, and areas for continuous improvement. •Define, track, and report on key performance indicators (KPIs) related to customer experience. •Generate data-driven recommendations and action plans to enhance customer experience. •Collaborate with cross-functional teams to implement improvements in customer experience and ensure alignment with business objectives.