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Job Location: Remote
LOCATION: This position is a remote opportunity. We are experiencing technical difficulties with our system and our positions can be inaccurately reflected. We are working on finding a solution but please reference this location when applying.
THE STUFF THAT SETS YOU APART
The analyst performs the hands-on work of completing projects that increase operational efficiencies of customer experience. They work with eComm, Finance, Operations, Legal, Logistics, and Retail within the company. This role generates reports that highlight and improve the department’s performance. The CX analyst is a process-improvement champion in the department. They suggest projects that can be completed and has high knowledge on process improvement methodologies. The CX analyst maintains the operational policies and procedures of the customer experience department. Strong analysis with the ability to provide recommendations for improvement and influence decision making based on data. You get the Dr. Martens brand and are excited to support the team in enhancing Dr. Martens’ footprint in the Americas region.
THE GIG
- Develop customer experience process improvement reports and reporting metrics and provide recommendations related to employee performance and customer feedback. Successfully apply both qualitative and quantitative analysis skills as part of understanding the overall customer experience.
- Analyze data to understand customer behavior, customer effort and quality and effectiveness of online customer-facing content. Program APIs to pull data from multiple sources into a statistical software package for normalizing Customer Service traffic across channels using automated data merging techniques.
- Collaborate with internal stakeholders to prepare and analyze data to identify trends and recommend courses of action.
- Collaborate with Research & Analysis, Operations Support and other departments to build holistic data-driven hypotheses regarding the customer experience.
- Conduct analysis after customer impacting events, and report on customer feedback, root cause, residual effects and steps taken to resolve; identify trends and opportunities to minimize negative customer experiences while also identifying what went well and what we could continue to do.
- Collaborate with Customer Service Department to develop and implement strategies to improve and maintain customer service levels, and to improve the quality of the customer experience provided through region and outsourced partners. Identify opportunities for preemptive customer care.
- Collaborate with other departments to build holistic data-driven hypotheses regarding the customer experience.
- Evaluate and recommend new systems and processes, and modifications to existing systems; ensure systems meet current and future needs of the region, employees, vendors and customers. Seek out and review emerging technologies, analyzing potential application within the region.
YOUR FUNDAMENTAL QUALITIES
It’s never just a job at Dr. Martens. It’s a way of life. We live and breathe our Fundamentals – INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualities:
- 3+ years in similar role.
- Data quality skills and a proven passion for the data quality discipline.
- Ability to interpret data and share within all levels of the organization.
- Understand the interaction between data flows and business processes.
- Strong understanding of data extract, transformation, and reporting.
- Advanced Excel, including Pivot, V-lookup, Macros, SQL, Tableau, Power BI, Genesys PureCloud
- Zendesk Admin training strongly preferred. Willingness to certify within 90 days of employment.
- Strong knowledge of Microsoft Office 365 general.
- International/domestic travel: 0%.
- Ability to work at a standard computer set up 40+ hours per week, with or without accommodations.
- Connection with our Brand, The Stuff that Sets Us Apart and our Fundamental Qualities.
At Dr. Martens, we are committed to creating an environment where we can all be proud to work and be our best. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
WHAT’S IN IT FOR YOU?
- Welcome to the brand pair of Docs
- 65% employee discount
- Early Friday finish in the summertime
- Affordable & comprehensive Medical, Dental & Vision packages
- Our Employee Assistance Program – for when times might get tough
- 401(k) Pre-Tax and Roth Retirement savings plans
- DM Foundation, supporting and empowering our communities around the world
- Paid volunteer hours
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