Cx Systems Analyst

hace 2 semanas

Guadalajara, México f5 A tiempo completo

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
- But our success isn’t driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it’s producing exceptional results—not only for our customers, but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.
- Be part of a Global Marketing and Customer Experience team that is obsessed with delighting customers, contributing directly to the financial success of our company, and telling a compelling story about the impact that our products and solutions have around the world. Come be part of a company that’s on the leading edge of transformation. Come be a changemaker.
- Overview: The Customer Experience (CX) Systems Analyst role is responsible for executing and development of our CX technical strategy, evaluating risks, analyzing value, tracking CX survey execution and results, implementing process improvements, and facilitating communication to the Customer Experience team. They will oversee the customer experience management (CEM) platform tool from setup, management, deploying additional feedback touchpoints and the connection/flow of data (data connections) between the CEM platform and other systems. The data and insights gathered and displayed, highlighting compelling customer feedback, will be leveraged by multiple internal audiences, with a focus on informing product, service, support, marketing, sales, and customer engagement leaders, ultimately leading to increased customer adoption, retention, and growth.
- Creation and Management of Survey Requirements and Closed Loop Escalations:

- Collaborate closely with CX program manager, CX analyst, and others across the customer experience team to identify new data sources, metrics, and/or KPIs which facilitate prescriptive level analysis.
- Work cross functionally to identify and drive enhancements of our CX platform, development of dashboards and reports to ensure data is being gathered and combined in a way that allows effective analysis.
- Efficient process of consolidating insights (data connections) between various systems (e.g. Salesforce) into our Medallia platform, driving awareness and actions.
- Ensure seamless survey implementation and execution from the platform so that customer feedback and insights are disseminated and utilized to improve products, processes, and interactions with customers.
- Efficiencies and Best Practices:

- Identify and implement tools, methodologies and best practices that leverage opportunities to enhance existing knowledge and techniques, including leveraging CEM platform and offerings.
- Collaborate with internal teams to develop and implement processes, procedures, and policies to improve data-gathering efficiency and relevance.
- Increase utilization of dashboards/insights, establish documentation and/or training for users of CEM platform.
- Manage third-party provider and internal data teams to enhance analysis and maximize voice-of-the-customer impact.
- Evaluate and improve the customer experience measurement, process, and technology, ensuring adherence to evolving standards and best practices.
- Communication and Project Management:

- Ability to break down and communicate technical concepts to both a highly technical and non-technical audience.
- Handle multiple priorities, using proper urgency when needed.
- Provide roadmap and release timelines to internal stakeholders, working closely with CEM technology platform vendor.
- Facilitate cross-departmental workflow as it relates to Customer Experience Management System implementations, User Experience Design/CX, data management, custom integrations, and other incoming requests.
- Work with key stakeholders to identify deliverables and deliver optimal user experience and features within the CX technology platform, based on available data and feedback channels.
- Partner closely with technology services (IT) and external vendor, driving project deliverables, specifications, and creation of business requirement documents and/or technical requirements.
- Interface with several teams and work cross-functionally to combine data from all available sources (NPS, voice of the customer, social, community, support) to support a complete understanding of customer experiences and improvement opportunities based on feedback, data, and insights.
- Organizational Interlocks: This position requires high collaboration and functional interlocks across:

- Global Marketing & Customer Experience
- Technology Services
- Data Management
- Customer Success
- Global Services and Support
- Sales and Product management
- Background/ Experience:

- Strong technical background with software development and technical de

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