At SAS, we are strengthening how we work with customer feedback and insight across the organization. We are looking for a CX Analyst to help manage our Voice of the Customer program, support research activities and turn customer feedback and customer data into actionable insights.
This is a great opportunity for someone early in their career who is curious, analytical, technically minded and eager to grow. You'll work closely with researchers, experience specialists and business stakeholders while developing hands-on expertise in modern insight tools, analytics and customer experience practices.
In this role, you will help manage and evolve our Voice of the Customer capabilities, turning customer feedback and data into insights that support better decisions and customer experiences across SAS.
Your responsibilities include:
- Manage and maintain customer feedback programs, primarily in Qualtrics
- Support survey design, programming, testing, deployment, and reporting
- Analyze customer feedback, customer data and operational data to generate actionable insight
- Support reporting across key customer metrics such as NPS and CSAT
- Build and maintain dashboards and recurring reporting solutions
- Help improve and automate insight processes, reporting, and workflows
- Work with customer journey data and feedback to support experience improvement initiatives
- Partner with your colleagues across the Customer Insight & Customer Experience team and the wider organization to ensure customer insight contributes to decision-making and experience improvements
In your first months, you will build a strong understanding of our customers, feedback programs, tools and ways of working while developing the analytical and technical capabilities needed to grow within the role.