Job Description CX Reporting & Insights Analyze quantitative and qualitative data to develop relevant insights by ad hoc reports and visualizations Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis Build meaningful reports and presentations in Excel, Tableau, Salesforce , Experian's CX platform and power-point Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization Be able to summarize main reporting methodology and findings to your team and team-members Be a important partner to consultants, solution providers, and partners for all insights-driven programs Ad-hoc data pulls for the FSD and on behalf of NA CX Global Standards, Documentation & Reporting Champion Client Journey Map and related Goals Manage Contact Data Standards, Process, and establish contact data quality metrics for surveys Report to business on survey opportunities: response rates, completion times, abandon rates Operations Build customer contact files surveys in CX Platforms Produce management information and reporting to partners.
Ensure CRM, Tableau, and other systems are accurate and up to date.
Liaise directly with senior officials of businesses to understand the bigger financial picture that could affect the business.
Qualifications Familiarity with customer data platforms From different sources, extract valuable insights, and use them to inform strategic approach Ability to integrate customer satisfaction data with operational data from a variety of sources, including Salesforce.
Demonstrated history of creating impactful dashboards, reports, and analysis.
Must have a working knowledge of Salesforce, Sales Insight and CX Platforms Comfortable using Business Intelligence tools like Tableau, PowerBI to retrieve data and build well-designed visualizations and dashboards.
Familiarity with survey platforms and can launch surveys and analyze results Additional Information This is a permanent home-based role in Costa Rica.
No relocation available.
Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
Our uniqueness is that we celebrate yours.
Experian's culture and people are main differentiators.
We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on.
Experian's people first approach is award-winning; Great Place To Work in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few.
Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer.
Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success.
Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age.
If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.