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Under the direction of the Communications Director, the Survey Analyst at the Wisconsin Department of Employee TrustFunds is a member of the communications team and develops and analyzes internal and external customer surveys,interprets findings, and prepares reports. The Survey Analyst collaborates with the Customer Experience, DataManagement, and other business units to identify customer pain points and improvements for interactions across alltouchpoints.
Required Skills:- Writing, developing, and administering customer surveys
- Using Survey software (i.e., SurveyMonkey)
- Report writing and summarizing data using tables and graphs
- Applying survey design methodology and best practices
- Using Microsoft Excel to perform data analysis and Microsoft Office tools for presenting results
- Drawing insights into customer behavior, trends, and business operations
- Testing surveys for accessibility and user-friendliness
- Presenting findings to both technical and non-technical audiences
- Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score forcustomer interactions
- Using metrics to create customer stories, personas, and journey maps
- Applying CX management best practices
- Managing an intake process for survey requests, development, inventory, and regular reporting
- Data analysis and reporting tools such as MS Access, SPSS, SQL Server, SSIS, SSRS, and Tableau
- Creating interactive dashboards and metrics reports for CX with website and videos
- Leading interdisciplinary teams to bring CX data and strategies into decision making
- Assisting in creation of a CX roadmap impacted by technology, processes, systems, and people
- Collaborating with subject matter experts, business analysts, and data analysts to identify root causes ofcustomer pain points and resolutions
- Understanding of Google Analytics for analyzing and reporting web CX
- Using a data warehouse for tracking customer interactions across all touchpoints such as systems, email,website, call center, education, and appointments