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Customer Experience
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2000783 Requisition #
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.


 

JOB SUMMARY/OVERVIEW
The Analyst, CX Analytics will be responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience.

The CX Analytics team supports business leaders at TriNet in the Customer Experience organization by providing the customer’s perspective throughout all phases of their tenure and ensuring the customer is at the center of the organization’s most critical business decisions.

Leveraging analytical tools such as Qualtrics, Tableau, and SAS, the Voice of the Customer team analyzes customer behavioral data and open-ended customer feedback TriNet receives through various sources, including: Net Promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, and customer demographic data.

The Analyst, CX Analytics will collaborate with internal business stakeholders to:
• Deliver real-time, actionable customer insights, leveraging all tools and resources available.
• Integrate qualitative and quantitative customer feedback responses with customer behavioral data to address targeted business questions.
• Supporting the Net Promoter System program, including measurement of NPS, analysis of the drivers of NPS, and management of the Closed Loop process.
• Continuously improve the effectiveness and efficiency of the team’s research and analysis methodologies, processes, and deliverables.

ESSENTIAL DUTIES/RESPONSIBILITIES
• Leverages survey, behavioral, demographic, and transactional data to inform stakeholders and strategic decisions.
• Conducts Voice of the Customer research, including text analytics, synthesis of multiple data sources, and ad hoc analyses.
• Ties customer feedback data to customer behavioral data to drive impactful insights and recommendations.
• Effectively translates data into insights by proactively and effectively communicating the “so what” from the data, as well as issues and opportunities exposed by the data.
• Collaborates with key internal partners to identify and understand customers’ underlying needs and implement solutions that address root causes of customer pain points.
• Continuously drives reporting and dashboard improvement by simplifying and automating, where possible.
• Participates in communicating research results to executives and other stakeholders.
• Collaborates cross-functionally with other teams and departments on complex projects.

JOB REQUIREMENTS AND QUALIFICATIONS
Education:
• Bachelor's degree (B. A.) from four-year college or university, with a focus in analytics, data science, business or psychology; or equivalent combination of education and experience.
• Professional management certification is a plus.

 

Experience:
• Minimum 5 years’ related experience in large, multi-national environment, high tech or PEO experience is helpful.
• Regular exposure to complex, cross functional projects in either a project or program management capacity.
• Experience in presenting data visually to tell a clear story.
• Experience in presentation and translation of complex findings into layman’s terms.
• Experience with unstructured data analysis, including text analytics.
• Experience with and understanding of data and analysis tools, including Tableau and SAS.
• Experience with and understanding of various statistical methods.

 

Other Knowledge, Skills and Abilities:
• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.
• Excellent analytical skills, including strong business acumen.
• Ability to communicate, build trust, and influence employees at all levels of the organization.
• Ability to adapt to a fast paced, continually changing business and work environment while managing multiple priorities.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
• Minimal travel required.
• Work in clean, pleasant, and comfortable office setting.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.

 

 
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