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CX HCD Designer
Jacksonville, FL
Job Description
Job Title: CX HCD Designer
Location: 100% Remote
Duration: 3 Months (Possibility of Extension)
Min Payrate starts from: $60/hr.
W2 only
Description:
The CX Analyst is responsible for generating and analyzing reports for key stakeholders. This role will rely on business acumen to understand a wide range of Client business areas in order to go beyond reporting 'the numbers' and deliver in-depth analyses that also report 'the insights.' The Senior CX Analyst will query databases to retrieve quantitative and qualitative customer feedback to provide key short and long-term trend reporting to the business.
Requirement
UX, UI design research experience
Focusing on somebody with expertise on design strategy and design thinking (specifically human centered design)
Most of the work will focus on the "discovery stage of design"
identifying customer needs, how to support, and the execution of the solution
Supporting several engagements within this area
Qualitative research, applying human centered design, and venture design process
Agile based process for development, ect.
Supporting the current experience side of things (how are things working now and how do they need to be fixed)
Journey mapping and end-to-end experience understanding
Preferred:
HealthCare experience
Essential functions:
Qualtrics surveys (20%)
* Adjust current surveys, edit survey questions, and create new surveys.
* Analyze survey results, response rate, trends, change per segment and plan.
* Ensure the quality of the data flowing from one source to another through the survey process until the data is back in house.
Clarabridge platform (Analyzer and Studio) (40%)
* Review customer journey touchpoint model in Clarabridge for accuracy and precision.
* Build new models, edit and/or make change to the model based on new emerging words/phrases.
* Audit the various Clarabridge model for accuracy and precision on a quarterly basis.
* Identify new phrases based on research and discussions with subject matter experts that will improve the accuracy and precision of the various current categories or create new ones.
* Edit dashboard and create new views that relay a story based on the trends, seasonality, and events impacting the results.
Ongoing Analysis (40%)
* Conduct various analyses to identify root cause of the following key metrics on each Journey:
o NPS, FCR, 3E's
o AHT, Volume, web/chat interactions, etc.
* Conduct various studies to generate insights by segment, plan, vendor, call center, department, sub-journey, location, etc.
* Support team in the business cases development process for various CX projects, calculate and track ROIs.
* Create, support and edit project plans, and timelines as it relates to various CX projects and measurement / tracking of various metrics.
* Manage special projects as needed.
Job requirements:
* Demonstrated strong computer skills with the primary Microsoft Office applications (e.g. Excel, PowerPoint) and general database management.
* Strong analytical skills with the ability to extract meaningful insights from large and complex data sets.
* Ability to quickly organize/prioritize workload requirements.
* Strong written, oral and interpersonal communication skills.
* Strong relationship and project management skills and the ability to manage multiple projects and priorities.
* Ability to identify, evaluate and resolve problems.
* Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions.
* Access, SQL, SAS, SPSS, and/or Tableau knowledge/experience is a plus
* Communicate effectively in both written and verbal form
* Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear
* Productively interact with all levels of management and various individuals across the organization
* Embrace and/or initiate change; adapt to new tools and processes
* Possess the drive oneself to contribute, improve and excel
Experience:
5-8 Years of Professional experience with data analysis or data mining with a focus on customer experience.
Education:
Related Bachelor's degree or additional related equivalent work experience
Below is the brief introduction of SPECTRAFORCE, the benefits we offer and the disclaimers:
Established in 2004, SPECTRAFORCE is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams.
We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 130 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation.
SPECTRAFORCE is built on a concept of "human connection," defined by our branding attitude of NEWJOBPHORIA, which is the excitement of bringing joy and freedom to the work lifestyle so our people (and clients) can reach their highest potential. Our entire workflow and teams are trained to cultivate the joy of NEWJOBPHORIA with candidates and employees throughout their engagement with SPECTRAFORCE. http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, and hospital indemnity insurances. Additional benefits SPECTRAFORCE offers to the eligible employees include commuter benefits, 401K plan with matching and a referral bonus program. SPECTRAFORCE offers unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Location: 100% Remote
Duration: 3 Months (Possibility of Extension)
Min Payrate starts from: $60/hr.
W2 only
Description:
The CX Analyst is responsible for generating and analyzing reports for key stakeholders. This role will rely on business acumen to understand a wide range of Client business areas in order to go beyond reporting 'the numbers' and deliver in-depth analyses that also report 'the insights.' The Senior CX Analyst will query databases to retrieve quantitative and qualitative customer feedback to provide key short and long-term trend reporting to the business.
Requirement
UX, UI design research experience
Focusing on somebody with expertise on design strategy and design thinking (specifically human centered design)
Most of the work will focus on the "discovery stage of design"
identifying customer needs, how to support, and the execution of the solution
Supporting several engagements within this area
Qualitative research, applying human centered design, and venture design process
Agile based process for development, ect.
Supporting the current experience side of things (how are things working now and how do they need to be fixed)
Journey mapping and end-to-end experience understanding
Preferred:
HealthCare experience
Essential functions:
Qualtrics surveys (20%)
* Adjust current surveys, edit survey questions, and create new surveys.
* Analyze survey results, response rate, trends, change per segment and plan.
* Ensure the quality of the data flowing from one source to another through the survey process until the data is back in house.
Clarabridge platform (Analyzer and Studio) (40%)
* Review customer journey touchpoint model in Clarabridge for accuracy and precision.
* Build new models, edit and/or make change to the model based on new emerging words/phrases.
* Audit the various Clarabridge model for accuracy and precision on a quarterly basis.
* Identify new phrases based on research and discussions with subject matter experts that will improve the accuracy and precision of the various current categories or create new ones.
* Edit dashboard and create new views that relay a story based on the trends, seasonality, and events impacting the results.
Ongoing Analysis (40%)
* Conduct various analyses to identify root cause of the following key metrics on each Journey:
o NPS, FCR, 3E's
o AHT, Volume, web/chat interactions, etc.
* Conduct various studies to generate insights by segment, plan, vendor, call center, department, sub-journey, location, etc.
* Support team in the business cases development process for various CX projects, calculate and track ROIs.
* Create, support and edit project plans, and timelines as it relates to various CX projects and measurement / tracking of various metrics.
* Manage special projects as needed.
Job requirements:
* Demonstrated strong computer skills with the primary Microsoft Office applications (e.g. Excel, PowerPoint) and general database management.
* Strong analytical skills with the ability to extract meaningful insights from large and complex data sets.
* Ability to quickly organize/prioritize workload requirements.
* Strong written, oral and interpersonal communication skills.
* Strong relationship and project management skills and the ability to manage multiple projects and priorities.
* Ability to identify, evaluate and resolve problems.
* Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions.
* Access, SQL, SAS, SPSS, and/or Tableau knowledge/experience is a plus
* Communicate effectively in both written and verbal form
* Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear
* Productively interact with all levels of management and various individuals across the organization
* Embrace and/or initiate change; adapt to new tools and processes
* Possess the drive oneself to contribute, improve and excel
Experience:
5-8 Years of Professional experience with data analysis or data mining with a focus on customer experience.
Education:
Related Bachelor's degree or additional related equivalent work experience
Below is the brief introduction of SPECTRAFORCE, the benefits we offer and the disclaimers:
Established in 2004, SPECTRAFORCE is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams.
We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 130 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation.
SPECTRAFORCE is built on a concept of "human connection," defined by our branding attitude of NEWJOBPHORIA, which is the excitement of bringing joy and freedom to the work lifestyle so our people (and clients) can reach their highest potential. Our entire workflow and teams are trained to cultivate the joy of NEWJOBPHORIA with candidates and employees throughout their engagement with SPECTRAFORCE. http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, and hospital indemnity insurances. Additional benefits SPECTRAFORCE offers to the eligible employees include commuter benefits, 401K plan with matching and a referral bonus program. SPECTRAFORCE offers unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Salary and Benefits
$60/hr.
Required Education
Bachelor's Degree
Required Experience
5 years
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