Customer Experience Analyst - Waltham, MA

Constant Contact, Inc. helps small businesses, associations, and nonprofits connect with their customers, clients, and members. Launched in 1998, Constant Contact® champions the needs of small organizations and provides them with an easy and affordable way to build successful, lasting customer relationships. Constant Contact's leading email marketing and survey products—supported by our expert personal coaching and service—help all types of small businesses and organizations create professional-looking email newsletters and insightful online surveys, and begin a dialogue with their customers. Today, more than 300,000 customers worldwide trust Constant Contact to help them connect with their audience.

Headquartered in Waltham, Mass., with an additional office in Loveland, Colo., Constant Contact was named Massachusetts Technology Leadership Council "Company of the Year" in 2008 and is ranked as the 14th fastest growing company on the Deloitte Technology Fast 50 for New England list.

This position will be responsible for evaluating customer data and performing analyses to assist with identifying opportunities and building the customer experience road map. This position will also act as an internal consultant partnering with teams on ways to drive overall satisfaction while providing actionable information to evaluate business decisions and implement improvements.
  • Partner with the Business Intelligence Team to identify data needs and data gaps in order to condense multiple data sources into a single report that creates a holistic view of the complete end to end customer experience. 
  • Identify data needs and write the business requirements for research strategies. Collaborate with the Business Intelligence Team through the building and execution phase of conducting research that will then need to be interpreted, evaluated and applied.
  • Evaluate qualitative and quantitative customer feedback and research analyses to identify trends and areas of opportunity.
  • Understand and communicate a range of experiences stemming from all customer touchpoints, offline, online or customer facing; from customer service to website to online products.
  • Write the business requirements for the creation of a customer experience dashboard and work with the BI Team to build a dashboard that allows the stakeholders to self-serve.
  • Responsible for conducting drill down analyses using self-service tools and dashboards to determine the driving factors behind data trends and to diagnose the issue. Partner with teams to seek clarification on causal factors and work to create a solution to fix the problem not the symptom. Investigate unusual or unfamiliar issues and work with departments to recommend solutions.
  • Learn the history of the processes and procedures within each cross functional team impacting the customer experience. Maintains knowledge of the department and continuously stay in contact with the teams. Understand releases and updates in order to help to monitor and track success of projects through customer feedback.
  • Act as a coach and mentor to cross-functional team members. Share expertise and knowledge with team in order help in the creation of recommendations and decisions. Facilitate discussions among team members to look for ways to improve quality and processes to enhance the overall experience. Gather feedback from team members on projects.
  • Assist with the evaluation and selection of appropriate vendors for necessary analysis tools.

Qualifications

  • Bachelor's Degree required
  • 3-5 years related experience
  • Preferred experience with analytic tools such as Clarabridge, TeaLeaf, Omniture, Google Analytics
  • Self-starter with strong initiative and excellent leadership skills
  • Strong problem solving skills and excellent analytical abilities
  • Able to understand and interpret data and reports, explain basic analysis results and concepts in a meaningful but non-technical manner to management
  • Proficient in Excel, Access, PowerPoint, Visio,and Word
  • Candidate must demonstrate ability to handle multiple projects and task simultaneously and to work within tight deadlines and balance workload effectively.
  • Candidate must be detail orientated and well organized

Apply Now

Constant Contact offers a competitive compensation package that includes base salary and stock options. Our benefit package is comprehensive and includes Medical Insurance; Dental Insurance; Vision Insurance; 401(K); 529 College Savings Plan; Flexible Spending Accounts; Paid Vacation/Holidays; Short Term Disability; Long Term Disability; Tuition Reimbursement; Adoption Assistance; and, an exciting Stock Option Plan!

If you desire to make a difference, are committed to bringing the highest quality of service to our customers and are looking for a "once in a lifetime" opportunity, send us your resume and salary requirements for consideration.

We are not accepting employment agency referrals for this position.