Consulting Analyst

Clarabridge Reston , VA 20190

Posted 2 months ago

About the role:

The Clarabridge Strategic Consulting team leads clients with a programmatic, enterprise approach to solving the continuous improvement problem. This team will work with clients to drive strategic executive alignment and to design CX/VOC Programs around a clearly defined vision. They will develop a strategy and roadmap to help achieve their desired outcomes such as driving operational efficiencies and cost reduction, increasing revenue and customer loyalty, and managing compliance while mitigating risk. This team will help clients drive organizational change associated with creating a customer-centric culture. And most importantly, this team will work with clients to address the common CX challenge of realizing value by creating a systematic approach to driving continuous insights that both help to prioritize where to focus as well as track and measure the effectiveness of actions taken.

What you'll do:

  • Document business priorities & business requirements identified during interviews with the core team and key stakeholders

  • Define and manage data integration for all sources including feedback, operational, and financial data

  • Specify categorization models aligned to industry and customer requirements

  • Work with Clarabridge Principal Consultant and Clarabridge customers to define the inner / outer loop processes

  • Help with value modeling of expected benefits and value realization associated with actions taken

  • Provide insights analysis by leveraging qualitative and quantitative data and make recommendations to the business on improvement opportunities including collaborating with them on ways to close the loop with customers

  • Interact with key stakeholders to clearly and succinctly communicate insights both verbally and visually through presentations to help operationalize the voice of the customer

  • Incorporate advanced analytics data analysis techniques (impact analysis, predictive/prescriptive analysis) into customer insights and properly package business insights and findings for stakeholder consumption

  • Help establish best practices and standards around categorization, sentiment and actionable insight analysis principles to drive ongoing operational value and transformation of CX programs

About you:

  • Bachelor's Degree required in Business Administration, Computer Science or a related field

  • Previous analytical and reporting experience required

  • 5+ years relevant industry & consulting experience preferred

  • 3+ years CX experience preferred

  • Analytical storyteller capable of interpreting data and helping to translate insights into action

  • Experience working in VOC/Reporting/BI platforms

  • Strong communication and presentation skills

About us:

Clarabridge's customer experience management platform helps hundreds of the world's leading brands understand and improve the customer journey. With over 310 employees and offices in Reston, London, San Francisco, Barcelona, Ghent, and Singapore, Clarabridge is an internationally recognized leader in the Customer Experience Management industry. Our culture is people-focused, results-oriented, and customer-obsessed. In addition to standard benefits, we also offer employees free snacks and drinks onsite, great social events, office ping pong and pool tables, and lots of health-focused perks like an onsite gym and sit/stand desks.

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Consulting Analyst