Company Description
At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency. Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.
Job Description
As a Business Analyst specializing in Customer Experience, you will play a vital role in leveraging data to gain insights into customer needs and behavior, product usage, and overall customer satisfaction. Your analysis will inform strategic decisions, drive product improvements, and enhance the customer experience. You will work closely with cross-functional teams to extract, analyze, and present data-driven recommendations, ultimately contributing to the success of our product offerings and the satisfaction of our customers.
A Day in the Life:
- Data Collection and Analysis:
- Gather and analyze data related to customer interactions, product usage, and feedback.
- Identify trends, patterns, and insights from customer data to find opportunities to improve the customer experience & product adoption.
- Utilize data visualization tools to create and maintain reports, dashboards, and key performance indicators (KPIs) related to the customer experience.
- Ensure customer experience data accuracy, integrity, and consistency.
- Customer Behavior Analysis:
- Study customer journeys and behavior to identify pain points and opportunities for improvement.
- Evaluate user engagement and retention metrics, providing recommendations for enhancing the customer experience.
- Work directly with the VP of Client Services and cross-functional teams to translate insights into actionable strategies.
- Customer Feedback Analysis:
- Analyze customer feedback from various sources (CRM data, surveys, reviews, support tickets) to extract valuable insights.
- Categorize and prioritize customer feedback to guide improvements and prioritize enhancements.
- Develop sentiment and operational status analysis to gauge customer sentiment and satisfaction.
- Make recommendations for enhancing the customer experience and increasing customer satisfaction.
- Present findings and insights to stakeholders, both technical and non-technical.
Required Skills:
- Proficiency in data analysis tools and CRMs. Salesforce strongly preferred.
- Strong data visualization skills using tools like Tableau, Power BI, or similar.
- Experience working with technology products is a plus.
- Excellent communication and presentation skills.
- Problem-solving mindset and attention to detail.
- Ability to work collaboratively in cross-functional teams.
Education and Experience:
- Bachelor's degree in a relevant field preferred (e.g., Business, Data Science, Analytics, Computer Science, Customer Experience). Equivalent experience may be considered in lieu of degree.
- 2-5 years’ of proven experience as a business analyst or in a similar role.
Alertus Career Advantages:
- Unlimited Paid Time Off
- Paid Holidays
- 401(k) Retirement Plan
- Medical, Dental, and Vision Plans
- Short-term Disability, Accident, Hospital, and Cancer Insurance
- Live Near Your Work Homebuying Incentive Program
- Employee Referral Bonuses
- Flex Scheduling
$55,000 - $75,000 a yearThe referenced base salary range represents the low and high end of Alertus’ salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications.Additional Information:All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy).
Proof of vaccination or exemption must be provided prior to their start date. Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
All your information will be kept confidential according to EEO guidelines.AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIPApply for this job
