Senior Customer Experience Analyst in Memphis, TN at TruGreen

Date Posted: 8/28/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Memphis, TN
  • Job Type:
  • Date Posted:
    8/28/2020
  • Req ID
    R15244

Job Description

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

The SR Customer Experience Analyst will be a key member of the Customer Experience and Analytics team, helping define, build, and lead customer experience strategy at TruGreen. Our focus is on deep, data-driven understanding of customer journeys, needs, and pain points, always building on a foundation of value-driven, high-impact recommendations to revolutionize customer journeys while increasing sales and customer retention.  They will apply quantitative statistical, and qualitative customer-centric research techniques when developing models to identify gaps and areas in need of improvement, prioritizing highest value projects, always with an eye to holistic customer experience and not just individual pain points.

Responsibilities

1. Conduct thorough analyses to develop and validate customer journeys, develop and analyze customer value metrics and support ad-hoc requests for data extraction, modeling and analysis

2. Conduct analyses to develop deep and holistic understanding of the most important customer journeys and pain points

3. Create data-driven recommendations for revolutionizing customer journeys at TruGreen, using predictive analytics to project the impact of potential business decisions on customer experience, spend, profitability, and lifetime value, and to prioritize solutions accordingly.

4. Work and influence at all levels across the organization and leverage cross functional teams to provide expert analytical support by turning data into valuable insights for both internal and external clients

5. Partner closely with data engineering teams, becoming a subject matter expert and advisor to those teams on experience data solutions (e.g., satisfaction, NPS, text analytics/NLP, etc.), providing key recommendations on how to architect data systems to capture data, tell customer stories with it, and understand value at stake every step of the way.

6. Become a subject matter expert on data visualization tools (e.g., Power BI.) and reporting systems, as well as provide recommendations on making improvements to those systems.

7. Analyze business processes by interviewing users, interrogating systems and datasets, generating process improvement ideas, and gaining organizational alignment and support for change.

8. Develops models and applies statistical techniques to forecast Customer Experience needs

9. Builds relationships with business leaders/stakeholders and ensures priorities and alignment for short/long term efforts that focus on the customer experience and other value levers to achieve operational objectives

Competencies

  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
  • Drives Results – Consistently achieving results, even under tough circumstances.
  • Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Accountability – holding self and others accountable to meet commitments.
  • Decision Quality – Making good and timely decisions that keep the organization moving forward.

Education and Experience Requirements

  • Bachelor’s degree in business, finance, supply chain, data science, or engineering;
  • Master’s degree in Business or Bachelor’s degree in Analytics, Statistics or a related field preferred
  • 5-7 years of experience in an analytical, financial, and/or strategy role or an equivalent combination of education and experience preferred

Knowledge, Skills, and Abilities

  • Knowledge of business process development, data infrastructure, analytics platforms (SAS, R, Python, SQL, etc.) and reporting functions, concepts, practices, and procedures (e.g. Pricing, Marketing, Operations data, etc).
  • Knowledge of change management techniques and implementation practices
  • Expertise in data analytics and insight creation
  • Proficient with Power BI and other data visualization tools
  • Experience with customer journey mapping and design
  • Proven track record of telling data-driven stories and influencing at all levels
  • Working knowledge of financial and accounting practices
  • Ability to exercise independent judgment
  • Ability to lead and manage teams cross-functionally
  • Strong project and change management skills
  • Strategic problem solving skills
  • Strong communication skills

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 25 lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • Noise level
    • Low to moderate
  • Adverse Conditions
    • Minimal

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.



R15244
102138