Experian’s Customer Experience (CX) team is looking to place the Voice of Our Clients (VOC) at the Heart of the business.
To enable this we need a savvy, systems and data expert. The Data Analyst will manage day-to-day reporting and be the connector of operational data to our Client Feedback program and journey.
Our ideal hire is a data wizard, a team collaborator, and has a strong working knowledge of CX Systems, Salesforce, Data Integration, Analytics, and Insights.
This role sits on our Global Analytics team and has dotted line reporting to the CX team.
You will be part of a greatly recognized Global team within Experian, that would allow you to experience new cultures and technologies in this field.
Additionally, you will have the option to work remotely.
Key Responsibilities :
CX Data Analysis & Reporting
Own the day-to-day reporting for all CX programs and platforms
Collect and connect data to gather and analyze the Experian client experience (CX)
Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis
Troubleshoot data-related issues in reports
Ad-hoc data pulls for the CX team, GSE
Build meaningful reports in Excel, Tableau, Salesforce, Experian’s CX platform
Be able to summarize key reporting methodology and findings to stakeholders and team-members
Operational Data Integration & Connection
Connect CX Data to a variety of operational reports including- Financials, Sales Dashboards, Executive Tableau reports
Partner with Salesforce and Data teams to find and resolve data quality problems
Help other teams link CX data to their operational metrics and reports
Work closely with other areas to ensure all data is processed correctly and in a timely manner.
Produce management information and reporting to stakeholders as and when required.
As necessary Ensure CRM, Tableau, and other systems are accurate and up to date.
Provide support to Team Manager
Ensuring on going data integrity
Liaising directly with senior officials of businesses to understand the bigger financial picture that could impact the business
Conduct training and act as an SME
Consistent attention-to-detail when handling CRM data.
Provide support, mentor, and coach team effectively in order to up skill and increase knowledge.
3-5 years of experience in data related roles.
Working knowledge of Salesforce, Sales Insight, CX Platforms or other CRM is highly desired.
Comfortable using Business Intelligence tools like Tableau, PowerBI, etc. to retrieve data and build well-designed visualizations and dashboards.
Advanced English proficiency.
Advanced Excel skills and examples of reporting.
Familiarity with Financial data is desired.
Strong familiarity with customer data platforms.
Demonstrable ability to analyze data from disparate sources, extract valuable insights, and leverage them to inform strategic approach.
Demonstrated history of creating impactful dashboards, reports, and analysis.
Familiarity with survey platforms and can launch surveys and analyze results with little supervision.
Strong analytical and problem-solving skills (advanced data analytics).
Demonstrated experience in transforming raw data into actionable information.
Strong organization and prioritization skills : intense attention to detail.
Good written and oral communication .
Strong critical thinking and analytical reasoning skills.
Fast learner, curious and passionate about understanding and improving customer experiences.
Team player, able to bring examples of positive peer feedback and collaborating to win to the table.