Customer Experience Analyst

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing

At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.

Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine

Make Your Mark:
The Operations & Engagement team delivers significant initiatives focused around increasing our customer's overall experience with Blackline. This team focuses heavily on cross-organizational coordination that is backed with a foundation on data driven insights. Ultimately, all our initiatives are related to building capabilities, assets, and tools to better serve our customers.

We are seeking a highly analytical and customer-centric Business Analyst to join our Customer Experience team. Business Analyst Customer Experience will support our BlackLine Voice of the Customer (VOC) program. The VOC program brings actionable customer, partner and employee insights into our customer journey touchpoints to help ensure we deliver highly reliable, high-quality experiences at these key moments. This BA role ensures that opportunities to gain experience insights are created, delivered, measured and reported in a way that will help BlackLine leaders lead innovation/improvement initiatives based on the feedback and insight.

The ideal candidate will have a strong foundation in business analysis, coupled with a keen understanding of customer experience principles. This role will be instrumental in leveraging the Qualtrics XM platform to convert data into actionable business insights that drive improvements in our customer journey. The ideal candidate is an analysis expert who can a variety of data platforms and analytical tools to provide timely, meaningful, and consumable information.

You'll Get To:

• Support the 'Voice of the Customer Center of Excellence' and its engagement with BlackLine stakeholders by leading the analysis of customer feedback and delivery of high-value insights in support of various CX initiatives.
• Perform complex data review, research, and/or reconciliation. Identify trends, patterns, and correlations within customer data to uncover actionable insights.
• Create highly effective and engaging Qualtrics dashboards for various stakeholders
• Program Qualtrics Text iQ text analytics models to aide in both analysis and insight delivery.
• Design and own the process of integrating operational data (e.g., service telemetry) to create linkages to VoC data and insights.
• Track and measure the impact of experience or service improvements on key Experience metrics (e.g. CSAT, NPS, Effort Score) and KPIs
• Identify gaps in CX insights and provide recommendations for improving those insights across the complete customer journey.
• Work with our IT business partner to optimize the Qualtrics XM platform to ensure data accuracy, integrity, and accessibility.
• Stay up-to-date on Qualtrics XM platform enhancements and best practices.
• Develop and maintain survey templates and question libraries.

What You'll Bring:

• 3-5 years of experience in business analysis, preferably within a customer experience or market research role.
• Education: Bachelor's degree in Business, Statistics, or a related field.

Technical/Specialized Knowledge, Skills, and Abilities:

• Has a proven track record of successfully and effectively analyzing customer feedback and survey data to extract actionable insights.
• Deep understanding of key CX metrics including CSAT, Effort Score and NPS with ability to analyze, and frame actionable insights for multiple teams across a global organization.
• Advanced knowledge of Customer Experience platforms. Ability to go deep into the details of the VOC platform for data extraction and dashboard development.
• Proficient in Experience Management Platform: Qualtrics XM/Medallia
• Highly experienced in using Experience Management Platform: Qualtrics XM/Medallia, Microsoft Excel and PowerPoint
• Power BI and Tableau expertise is highly desirable.
• Strong proficiency in data analysis and statistical methods and tools.
• Exceptionally strong critical thinking, analytical, and problem-solving skills
• Demonstrated ability to deliver results to the appropriate quality and timeline metrics, balancing the desire to move forward quickly with the patience to manage the competing priorities of a complex stakeholder environment.
• Stellar work ethic and history of being a self-starter. Ability to work independently as part of a globally distributed organization
• Strong ownership mentality with exceptional resourcefulness and drive for results
• Comfortable working in an Agile IT environment with its development techniques and tools
• Demonstrated ability to prepare clear, concise and persuasive communications in English for multiple audiences, multiple levels, and multiple cultures, including demonstrating effective writing and presentation skills, active listening skills and projecting a credible image.

We're Even More Excited If You Have:

• Experience working within a customer journey process improvement
• Experience in a SaaS organization is highly preferred

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

BlackLine recognizes that the ways we work and the workplace itself have shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.