Staff Customer Experience Analyst

Job Description

Where you’ll work: Anywhere US Est Time

Customer Care and Success at GoTo

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.

We are seeking a dynamic and detail-oriented Platform manager with expertise in the Qualtrics XM Discover/Clarabridge and XM Engage platforms. The ideal candidate will possess both strategic and tactical skills, with the ability to move quickly in a fast-paced environment.  

This role focuses on executing key responsibilities related to back-end platform management, troubleshooting, & maintenance. Regular tasks would include user onboarding, dashboard creation/data visualization, survey distribution/deployment/consistency, integration & connector setup/management, and some analytics; all to ensure customer insights processes run smoothly and effectively. 

Your Day to Day

As a Staff Customer Experience Analyst you would be working on:

Survey & Data Collection Management : 

• Design, set up, and deploy surveys (via email, intercepts, or file uploads) to gather customer feedback, while maintaining structural standards. 
• Integrate and manage feedback sources across platforms (e.g., Slack, Salesforce, Khoros), ensuring seamless data flow and accurate meta-data structures. 

Platform & User Management : 

• Oversee platform usage to ensure contract compliance and track engagement metrics. 
• Manage user creation, maintenance, deletion, and setup automation processes across platforms, including onboarding and training. 

Data Integrity & Maintenance: 

• Edit, purge, and maintain data consistency, ensuring feedback sources remain up-to-date and accurate. 
• Improve and optimize text models (e.g., categorizing verbatim responses), monitoring uncategorized rates and simplifying structures. 

Analytics, Reporting & Dashboard Design (especially on Discover): 

• Analyze survey and platform data, including scores and verbatim responses, to uncover actionable insights and generate compelling narratives. 
• Design and create dashboards and reports tailored to the needs of various management levels. 

Training & Documentation : 

• Develop documentation, training processes, and onboarding materials to support effective platform use and stakeholder understanding. 

Strategy Development for System Reliability & Future Improvements : 

• Monitor and maintain system integrations (e.g., call transcription APIs in Genesis/Discover) to enhance overall platform performance and user experience. 
• Translate business strategy into tool strategy with an eye for “future/improved” state. 

What We’re Looking For

As a Staff Customer Experience Analyst, your background will look like:

• 2-5 ye