IT Business Intelligence Analyst

job Description

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to enhance service levels, customer retention, efficiencies, and profitability across all business lines. The role acts as the voice of the customer in all company efforts and owns the overall customer experience, working cross-functionally with strategic and hands-on elements, including direct customer interactions and leading cross-functional teams. Success is measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Responsibilities:

• Lead cross-functional team to develop and implement a comprehensive customer experience model.
• Implement cost-effective means to measure customer satisfaction across all business lines.
• Design and support user experiences, system enhancements, process changes; develop requirements, perform system testing, and ensure business goals are met.
• Act as a change agent by engaging stakeholders cross-functionally and advocating for improvements and adoption of changes.
• Lead customer retention initiatives across all business lines.
• Coordinate across sales, marketing, operations, and customer service to manage all customer interactions.
• Develop customer lifecycle touchpoint maps to drive customer processes.
• Develop and implement an ongoing plan to capture the voice of the customer and use findings to drive improvements.
• Interact with customers to improve customer satisfaction and retention.
• Perform other job-related duties as assigned.

Required Qualifications:

• High School Grad / GED
• Bachelor’s degree or equivalent experience
• 2+ years of experience
• Preferred Qualifications:
• Bachelor’s Degree

Job location is Juno Beach, FL, US, 33408.