Requirements:
Qualifications:
- Bachelor's degree in business, marketing, data analytics, or a related field.
- A master's degree is a plus.
- 10-15 years of experience in customer relations analysis, customer experience, or a related role, with a strong history of analyzing complex customer data and driving data-driven improvements.
- Proficiency in advanced data analysis and data visualization tools, such as Excel, Tableau, or similar software.
- Exceptional analytical and problem-solving skills, with the ability to extract deep insights from complex data.
- Excellent communication skills, both written and verbal, to convey complex data insights effectively to diverse audiences.
- An extensive customer-centric mindset with a genuine passion for understanding and addressing customer needs and concerns.
- In-depth knowledge of CRM software and data collection tools.
- Strong project management skills, meticulous attention to detail, and the ability to manage and prioritize multiple initiatives.
- Adaptability to evolving customer engagement processes, methodologies, and technologies.
- Exceptional collaboration and teamwork skills to work with cross-functional teams to implement data-driven improvements and enhance the customer experience.
Key Responsibilities:
Advanced Customer Data Analysis:
- Collect and analyze customer data, including transaction history, feedback, demographic information, and behavioral patterns.
- Identify complex patterns, trends, and correlations in customer behavior and preferences.
Expert Customer Feedback Analysis:
- Review and interpret customer feedback from various sources, including surveys, reviews, and customer service interactions.
- Extract advanced insights and actionable recommendations to improve customer experiences.
Sophisticated Customer Segmentation:
- Lead the segmentation of the customer base based on various criteria, such as demographics, behavior, purchase history, and psychographics.
- Customize and personalize engagement strategies for different customer segments.
Comprehensive Customer Profiling:
- Create and maintain detailed customer profiles that encompass preferences, needs, purchase history, and potential pain points.
Customer Satisfaction Strategy:
- Develop and lead strategies to measure and improve customer satisfaction levels through surveys, feedback analysis, and continuous monitoring.
- Collaborate with cross-functional teams to implement improvements.
Root Cause Analysis Expertise:
- Investigate complex root causes of customer issues or concerns, identifying areas for improvement in products, services, or processes.
- Collaborate with teams to implement data-driven changes.
Actionable Recommendations and Strategy:
- Develop comprehensive recommendations and strategic action plans based on data analysis and insights.
- Propose and lead changes in products, services, or processes to enhance customer experiences.
Advanced Communication and Reporting:
- Communicate findings and insights to relevant teams, executives, and stakeholders through detailed reports and presentations.
- Provide regular updates on customer satisfaction and feedback trends.
Customer Engagement Leadership:
- Provide expert support for customer engagement strategies, helping to personalize communication and outreach based on data-driven insights.
- Collaborate with marketing and customer service teams to optimize engagement.
Technology Utilization and Innovation:
- Lead the use of customer relationship management (CRM) software, advanced data analytics tools, and emerging technologies to streamline data collection, analysis, and reporting.
Additional Responsibilities:
- Provide phone-based customer service in a high-volume environment walking customers through SARP enrollment, billing, and account questions.
- Work with internal and external partners and collaborate with cross-functional teams to gather and document business requirements for customer relationship enhancements.
- Analyze and identify customer trends and patterns to recommend improvements to the effectiveness of the company’s customer service strategy.
- Develop training materials to support customer service processes and knowledge sharing. Manage workflow to support customer service operations.
- Maintain accurate documentation of customer service configurations, processes, and workflows to support ongoing system management and knowledge sharing
Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 40 years of experience investing in people and companies. We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.
We offer medical, dental, vision, life insurance options, paid time off, 401(k), weekly pay, and more.
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
