Customer Experience Analyst

Customer Experience Insights Manager (with AI Responsibilities)

As the Customer Experience Insights Manager on the Voice of Customer team, you will play a critical role in helping the Cloud & Software Organization execute their Customer Experience strategy across the product portfolio. We seek a motivated candidate passionate about continuous improvement, listening to the customer, and enabling teams to succeed. You will bring a strong understanding of customer experience program management, analytics, and the ability to tell a compelling story with data. The ideal candidate will also bring a curiosity of exploring and leveraging new technologies, such as AI tools and machine learning to increase efficiency and accuracy. You will also be ready to dive deep into customer journeys to empathize with pain points and identify opportunities in customer engagement, business strategy, and quality of service.

Responsibilities:

• Manage end-to-end steps required for foundational and advanced Voice of the Customer (VOC) research methodologies, including analysis and program calculations across the entire consumer lifecycle.
• Maintain existing VOC programs that provide the organization and product management with actionable customer experience insights, including survey design and operation, reporting, data analysis, and the closed loop process.
• Work closely with a wide variety of stakeholders to execute VoC strategy for the new cloud ecosystem. Establish efficient processes for collecting and managing customer insights along the E2E customer journey.
• Implement AI to automate and scale feedback collection from multiple channels (i.e. support tickets, app store reviews, social media, in-product surveys, and VoC sessions.
• Serve as the main CX point of contact within CSW championing the customer's experience along every touchpoint of the customer journey.
• Leverage AI and machine learning tools to analyze large-scale customer feedback and behavioral data to
  • Predict patterns, trends, and emerging issues or feature requests
  • Automatically detecting positive, negative, or neutral sentiment
  • Identifying recurring themes or pain points
• Use AI tools to close the loop with customers and internal stakeholders through:
  • More automated and personalized replies to customer feedback
  • Create digestible summaries for product managers and engineers
  • Generate real-time dashboards that highlight key metrics and trends
• Develop and maintain AI-driven models for sentiment analysis, predictive analytics, and customer segmentation to support VOC and CX initiatives.
• Collaborate with data science and engineering teams to integrate AI-powered solutions into customer experience platforms and reporting dashboards.
• Evaluate and implement AI-based survey and feedback collection technologies to enhance data quality, response rates, and real-time insights.
• Monitor the performance and accuracy of AI models, ensuring ethical use and continuous improvement in alignment with organizational goals.
• Stay current with advancements in AI and CX technologies, recommending new tools and approaches to drive innovation in customer experience management.

Basic Qualifications

• Bachelor's degree in marketing, business administration, statistics, computer science, or a related field.
• 2+ years direct experience in Customer Experience, Customer Insights, Market Research, or AI-driven tools and analytics.
• Past work experience creating insights from global customer listening posts, such as NPS programs, transactional survey programs, or event-based surveys.
• Knowledge of survey design and research methods.