Senior Customer Experience Analyst

The Senior Customer Experience (CX) Analyst is part of the Market Research/Consumer Insights team and works on the organization’s member feedback and customer experience research studies. This position analyzes survey and operational data regarding member service experiences, needs, attitudes, and behaviors to provide insights to leadership.

This individual will be responsible for ensuring the CX studies are running smoothly, problem solving when data issues arise, analyzing results to identify trends and insights, and communicating those findings and actionable recommendations - both through reporting (continuous and ad hoc) and verbally.

Job Responsibilities:

• Monitor the setup and results of the organization’s CX studies to ensure data integrity. This includes designing, building, and maintaining monitoring methods or reports to identify issues that may arise - and assist with implementing solutions quickly.
• Analyze CX survey and operational data to identify trends and actionable recommendations for the organization – this can also include verbatim (text) analyses.
• Communicate the findings (both through reporting and verbally) with several levels of staff.
• Design and maintain reports for the CX studies to communicate these trends to the organization – typically within PowerPoint, Tableau, or Excel.
• Document existing and newly created processes related to the CX studies for reference by the larger Market Research/Consumer Insights team.
  
  

Experience & Skills Needed:

• Bachelor’s degree in a related field (business/economics, math, statistics preferred) or comparable experience.
• 2-5 years customer experience/CX research experience (market research vendor or client side)
• Problem solver with analytical and data interpretation skills that can be applied across many platforms and tools.
• Clear communication skills, both written and verbal
• Ability to perform calculations and manipulations as needed for data validation and aggregation within analyses.
• Ability to work on multiple projects simultaneously and adapt quickly to unexpected changes.
• Ability to rapidly learn new processes and tools even if do not have specific experience in certain platforms.
• Intermediate Microsoft Excel skills required (experience with SQL, SPSS, Tableau, Power Query, PowerPivot a plus)
• Experience analyzing and working with large datasets.
  
  

The starting pay range for this position is:

$84,100.00 - $111,900.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts
  
  

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).