Location: New York,NY, USA
Roles & Responsibilities - Medallia Management: - Configure and administer the Medallia platform to collect, analyze, and report customer feedback. - Design and implement survey programs tailored to various customer touchpoints. - Ensure the accuracy and integrity of data collected through the Medallia system. - Digital Experience Analytics: - Monitor and analyze digital customer interactions across web and mobile platforms. - Utilize DXA tools to track user behavior, identify pain points, and recommend improvements. - Develop and maintain dashboards and reports that highlight key metrics and insights. - Survey Design and Analysis: - Create and deploy surveys that capture the voice of the customer effectively. - Analyze survey data to uncover trends, patterns, and actionable insights. - Present findings to stakeholders and recommend strategies to improve customer satisfaction. - Collaboration and Stakeholder Management: - Work closely with cross-functional teams, including marketing, product development, and customer service, to align on customer experience goals. - Provide training and support to internal teams on using Medallia and interpreting data. - Regularly communicate insights and updates to senior management. - Continuous Improvement: - Stay updated with the latest trends and best practices in customer experience management and digital analytics. - Identify opportunities for process improvements and enhancements to the Medallia platform and other DXA tools. Generic Managerial Skills - Collaboration and Stakeholder Management: - Work closely with cross-functional teams, including marketing, product development, and customer service, to align on customer experience goals. - Provide training and support to internal teams on using Medallia and interpreting data. - Regularly communicate insights and updates to senior management. - Continuous Improvement: - Stay updated with the latest trends and best practices in customer experience management and digital analytics. - Identify opportunities for process improvements and enhancements to the Medallia platform and other DXA tools. Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.