Safelite AutoGlass is an auto glass repair and replacement company, and they are seeking a Customer Experience (CX) Analyst. In this role, you will support customer experience initiatives and projects to enhance the customer journey, ensuring that every interaction aligns with the company's commitment to delivering exceptional service.
Outlines and writes business requirements for development projects, attends refinement sessions, works with product owners, systems analysts and developers to ensure project outcomes align to business requirements and timelines are met and performs UAT as needed.
Supports team in maintaining A/B and multivariate testing roadmap, identifying new testing opportunities through quantitative and qualitative data and insights, and participates in any cross-functional projects to optimize performance and deliver on program goals.
Analyzes data and reporting on day-to-day program health and performance to identify potential issues and future opportunities.
Analyzes data and reporting on specific impacts of CX initiatives – objectives, results, and KPIs to drive insights and actions by highlighting trends, successes and learnings.
Responsible for working with the creative and UX teams to convey objectives of projects and initiatives and ensure design and content of creative assets meet the defined requirements and lends to an optimal customer experience; Attend content review sessions and provide actionable feedback based on insights.
Responsible for creating and maintaining documentation of end-to-end (E2E) customer journeys for specific projects and experiences, and for identifying opportunities for improvement utilizing customer and associate feedback and data insights.
Understands goals and objectives for all projects and tasks and communicates them to others effectively; Support project management of initiatives as needed.
Performs other duties as assigned
Complies with all policies and standards
Qualification
Required
Bachelor's Degree or equivalent work experience
1-3 years Relevant work experience
Experience utilizing content and process management tools such as Miro and Figma, as well as external content management and deployment tools, such as those within Salesforce - Marketing Cloud, Sales Cloud and Service Cloud (Medium proficiency)
Experience with Jira/Atlassian/Confluence or a comparable project management platform (Medium proficiency)
Experience analyzing and reporting on performance metrics, including conversion and engagement rates (Medium proficiency)
Strong desire to learn, critical thinker, driven, flexible and detail oriented (High proficiency)
Ability to adapt quickly and effectively in a fast-paced agile environment to address changing customer expectations and requirements (High proficiency)
Excellent written, verbal and presentation skills to communicate strategy, Customer Experience enhancements and customer insights to partners (High proficiency)
Proficient in Microsoft products such as Word, Excel & PowerPoint (High proficiency)
Preferred
Benefits
401(k) plan with company matching
Medical coverage plans customized to suit your needs
Paid time off (PTO) programs
Company holidays
Paid volunteer days
Tuition reimbursement up to $5,250 per year
Safelite AutoGlass is an auto glass repair and replacement company.
