Customer Experience Lead Staff Analyst

About our group:

Seagate’s Global Marketing Organization is responsible for promoting Seagate’s brand and portfolio of products, leading to greater awareness and interest, and contributing to more revenue. The group includes all marketing functions such as Brand, Creative, Product Marketing, Demand Generation and Total Customer Experience. 

About the role - you will:

The Customer Experience Lead Analyst plays a critical role in providing executive level insights and reports on the key drivers of customers’ satisfaction and key opportunities for cross-functional teams to focus on. The role will report directly to VP of Global Marketing and PR.       

What are the daily job duties? What is expected of the employee? 

• Analyzing customer satisfaction scorecard, NPS and other customers’ feedback data to identify trends, gaps, and opportunities to improve customer experiences 
• Create surveys, customer workshops and other forms of customer listening, analyze and learn from data, and identify opportunities based on trends and feedback 
• Communicating and presenting your findings and recommendations to cross-functional leaders and stakeholders 
• Continuously evaluate, enhance, and update data resources together with IT and other cross-functional teams 
• Ensure operational excellence in maintaining the survey instruments and process, keeping quarterly reporting, executive presentations, and internal comms up to date and acting as the primary point of contact 
• Support internal education on the customers’ voice and customer centricity culture 

About you:

• Comfortable with crunching massive datasets, spot patterns, and identify trends 
• Effective communicator. As a CX analyst, you’ll engage with various stakeholders, from customer service reps to senior executives. Top-notch communication skills are crucial for effectively presenting your findings and recommendations 
• Critical thinking skills and intellectual curiosity. Proactively look into areas that generates insights 
• Comfortable with tight deadline and fast turnaround time 
• Effective project and task management, and working under pressure 

Your experience includes:

 

• A bachelor's or master's degree in business, engineering, marketing, or equivalent experience.  

  

You might also have: 

• Executive level presentation creation skill Analyze complex situations, identify pain points, and propose solutions to enhance customer experiences. 
• Attention to Detail: Scrutinize data, feedback, and touchpoints meticulously to extract meaningful insights.  
• Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, PowerPoint, SharePoint, Word and Outlook. 

Location:

Location: US – Remote, Colorado, Minnesota; #LI-Remote; Seagate is able to offer virtual employment for this position in the following states: AL, AZ, CO, CT, FL, GA, ID, IL, IN, KS, KY, MA, MD, MI, MN, MO, NC, NH, NJ, NM, NY, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY.

Travel: 10% 

The estimated base salary range for this position: $103,000 – $149,000. Actual salary range is based on the regional labor market of the role in the geography in which the position is located based on the requirements of the job and your skills. This posted salary range is a good faith and reasonable estimate, and Seagate reserves the right to adjust this range depending on the qualifications of the selected candidate.  Seagate offers comprehensive benefits to its eligible employees; including, but not limited to, eligibility for variable pay bonus, medical, dental, vision and life insurance, short-and long-term disability, 401(k), employee stock purchase plan, health savings account, dependent care and healthcare spending accounts, flexible time off/vacation, paid holidays and paid parental leave and well-being programs. 

 

Location: Remote US Colorado
Travel: None