• Customer Experience Research Analyst

    Job Locations US-FL-Doral
    ID
    2019-1076
    Category
    Customer Service/Support
    Type
    Full-Time
  • Company Overview

    A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
     
    Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
     
    Some of the employee benefits we offer in Alcora are:
     
    *100% paid medical, vision, and dental coverage for employees
    *Paid time Off                           
    *Paid holidays
    *Matching 401k                
    *Relocation assistance
    *Free Gym Membership

    Job Summary

    This role is an individual contributor who helps the organization use a wide variety of methods to show the tangible ROI of customer experience investments and programs. This role will help the organization leverage and correlate voice of the customer, operational and financial metrics to inform the customer experience. The Customer Experience Research Analyst will function on a strategic level, as well as technical and operational levels.

    Responsibilities

    Process Evaluation

    • Develops understanding of Monat customer experience business objectives, needs, processes, tools and data.
    • Developing and executing customer research to obtain customer insights, awareness and satisfaction levels related to Monat processes, products and services, through conducting surveys, interviewing other companies, working with consultants or conducting other research.
    • Consider the diversity of customers and touchpoints, along with the needs and interests of the business, to develop data and metrics strategy.

    Monitor and Measure

    • Partner, consult and collaborate with peers and business partners to identify and address key business challenges through the customer experience and build actionable insights and metrics/KPIs that drive improvement of the customer experience and show a direct link to company growth.
    • Develop a hierarchy of customer experience metrics to determine how to communicate the right results in the right way, to guide plans and investment decisions, and to manage performance.

    Analyze Data

    • Analyzing customer satisfaction survey results for specific areas and across areas, involving comparing survey and research results to internal processes and goals, identifying specific reasons for satisfaction performance in terms of process, procedures, staffing, technology, locational areas.
    • Conducts thorough analysis of customer research data to identify specific areas of opportunity to improve customer satisfaction and improve customer process.
    • Evaluate external partner capabilities and identify key competencies that support business objectives and challenges.
    • Designs and performs quantitative and qualitative research to meet business needs to accurately capture and measure customer attitudes and awareness of the Company’s performance, products, services. Understands and connects research conducted internally with vendor-supplied studies and benchmarks.
    • Develops or designs reports and tracks information in support of analyzing customer research and issues. Uses multiple sources of data in the analysis including structured and unstructured customer research, benchmarks, demographics and internal operational data.
    • Develops reports and summaries appropriate to key audiences, including business leaders, employees, regulators and customers, to provide insight into customer sentiments and opportunities for improvement.
    • Combine customer sentiment with operational data to correlate the relationship between customer satisfaction and key business and financial results for the organization.

    Relationship Management

    • Communicates results of analyses in various forms, which may include developing materials for others to communicate, or communicating results directly with individuals, working teams or business groups.
    • Empower business partners to action by providing the right data that fits their needs, interests and ability to act. Aid in design of dashboards that communicate/share/distribute customer feedback and metrics tailored to fit context, purpose and level of recipient.
    • Manage external partner relationships for measurement data and technology to ensure we are maximizing a variable cost model.
    • Working with vendors and internal stakeholders from multiple departments to determine and execute appropriate customer research and engagement activities with the communities.

    Qualifications

    • Bachelor’s degree in Statistics, Mathematics, Engineering, Economics, Marketing, Business, related discipline or equivalent experience.
    • Master of Business Administration or Master of Business Administration student
    • Lean Six Sigma Yellow Belt
    • 5 years of experience in related experience areas.
    • Statistical background and knowledge on surveying methodology and sampling techniques.
    • Experience in budget preparation and analysis
    • Experience in business process improvement initiatives and project management and change management
    • Experience  streamlining of administrative functions to strengthen efficiency and improve sales. 
    • Experience leveraging disparate data sets for a full 360 view of the customer experience.
    • Experience correlating metrics to business outcomes.
    • Familiarity and prior use of KPIs/metrics, and CRM systems.
    • Excellent communication skills and ability to tell a story with data and research.
    • Strong relationship building skills that can be applied in a teamwork environment.
    • Ability to manage multiple projects and prioritize based on business needs and focus.
    • Detail oriented, along with ability to multi-task.
    • Excellent analytical and problem-solving skills.
    • Working knowledge of customer research, including learning and translating the business needs and objectives into customer research methods (i.e. surveys or other projects), using research platforms and tools to develop and execute quantitative and qualitative studies.
    • Proficient in PC desktop applications (e.g., Microsoft Word, Excel, Power Point); strong use of Excel and Power BI, preferred.