Client Experience Analyst

**Your team responsibilities**

We are currently seeking a Client Experience Analyst to join our Client Coverage organization in Monterrey.

Client experience is a growing strategic function that collaborates with cross functional teams such as Marketing, Product and Technology to deliver and support client experience goals, programs, and practices across the organization. Our team owns the Client Support and Online Case Management portals content and site administration, is responsible for the development, improvement, and adoption of self-service and knowledge management practices and participates in service model related projects to help improve our clients’ experience with our products and services.

**What we will offer you: Depending on your location of your role, you can expect**
- Competitive fixed and variable compensation, holiday/vacation allowance and retirement savings plans/pensions
- A wide range of benefits including - healthcare, dental plans, risk insurances and (location dependent) - cycle-to-work schemes, gym benefits, retail discounts
- A hybrid work environment, for the vast majority of employees, offering a more progressive way of working to give you the flexibility, accountability, and responsibility to empower you to perform at your very best. At the center of this way of working is a culture which is built on a strong foundation of trust. We trust our people and they trust our organization’s leaders to support them.
- An inclusive and performance driven culture where you are empowered to maximize your potential in an environment where all individuals are respected and encouraged to bring their authentic selves to work
- A purposeful approach to Wellbeing to provide you with all the resources you need to be your best at work and in your personal life. Our Here For You Employee Assistance Program provides confidential emotional support with local experts, financial and legal advice in a wide range of issues as well as access to online information, resources and tools. All the services are available for our employees free of charge.

**Your key responsibilities**
- Gather and clean data from multiple sources to create dashboards, reports, and visualizations, to update stakeholders on initiatives’ status, educate the business on trends and areas of opportunity, and drive decisions around customer experience.
- Handle content management related tasks such as document updates, new page setup and changes to the existing sites to help keep our self-service content up to date.
- Execute operational aspects of the annual client feedback survey process.
- Troubleshoot and reroute site content and login related issues escalated by Client Service team.
- Analyze existing and potential service content, focusing on identifying knowledge gaps and reuse opportunities to increase likelihood of self-service success.
- Collaborate in projects that help solve service problems/bottlenecks or meet service goals.

**Your skills and experience that will help you excel**
- Specific Knowledge/Skills
- Strong data analysis, visualization, writing and reporting skills.
- Ability to switch focus between detail-oriented and big picture thinking.
- Self-motivated, independent, and proactive.
- Demonstrate passion towards using self-service and knowledge management to facilitate a strong customer experience and ultimately impact business growth.
- Desired Experience
- Experience in business metrics reporting, customer support, digital marketing, marketing research or operations.
- Familiarity with CRM (Customer Relationship Management) or CMS (Content Management System) systems.
- Participation in customer experience or self-service related projects/initiatives.
- Participation in process/ solution documentation or technical writing projects.
- Service oriented mindset with creative problem-solving capabilities.
- Desired Qualifications
- Associates or bachelor’s degree, preferably in analytically oriented business discipline (business, investments, or marketing).
- Previous experience with Google Analytics and Salesforce reporting desired.
- HTML/CSS familiarity (or a willingness to learn it) is a plus.

**How we’ll support you**
- Coaching, support and encouragement from experts in your team
- Access to a wide range of learning opportunities to support your growth and development
- Customizable learning journeys to help you navigate your professional development
- Transparent performance-based compensation schemes
- Employee Resource Groups: MSCI Pride, Black Leadership Network, Women’s Leadership Forum, Women in Tech, Asian Support Network, All Abilities, Hola MSCI and Climate Action Group.

**About MSCI and our teams**

MSCI is a leading provider of critical decision support tools and services for the global investment community. With over 50 years of expertise in research, data and technology, we power better investment decisions by enabling clients to understand and analyze key drivers of risk a