Title: Customer Experience Business Analyst
Location: Atlanta, Georgia
Environment: Hybrid
Contract: 3+ month (possible contract to hire)
Pay: $35-$48/hour W2 (NO C2C)
** DUE TO CLIENT REQUIREMENTS, MUST BE US CITIZEN OR GC HOLDER ONLY **
Details:
The Customer Site Operations team is dedicated to ensuring a seamless and engaging online customer experience by capturing and analyzing the voice of the customer. This role focuses on improving customer satisfaction and driving ratings and reviews through data-driven insights, campaign execution, and continuous optimization. The Customer Experience Business Analyst will leverage tools such as Omniture, Tableau, Foresee, Qualtrics, and ClickTale to monitor performance, identify improvement opportunities, and influence business strategy.
Qualifications:
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field.
- MINIMUM 3+ years of professional enterprise level experience as a business analyst, UI/UX analyst, SME, project manager, or digital/online customer experience analytics roles.
- Strong skills and proven experience creating, developing, and maintaining dashboards utilizing Tableau, Adobe Analytics (Omniture), Foresee, Qualtrics, and/or ClickTale.
- Proven project management experience in an enterprise level environment.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent communication and presentation skills with the ability to translate data into actionable insights.
- Experience managing multiple projects simultaneously and driving cross-functional initiatives.
Responsibilities
- Lead all phases of the project lifecycle, including defining business needs, gathering and validating requirements, assessing business impact, and designing and implementing end-to-end solutions.
- Serve as a subject matter expert by conducting in-depth research and analysis within assigned projects, programs, or business categories to support data-driven decisions.
- Manage all aspects of project execution from inception through completion, ensuring alignment with strategic goals and measurable business outcomes.
- Develop and maintain business strategies, dashboards, and performance reports for key initiatives, categories, and programs using tools such as Tableau and Omniture.
- Act as a strategic thought partner to stakeholders, providing insights and recommendations on business challenges and opportunities.
- Track and evaluate category and program performance, monitor emerging trends, and identify opportunities to enhance customer experience and operational efficiency.
