SCS Business & Customer Insights Analyst II

About this role

Overview
The SCS (Sales & Customer Support) CX Insights Analyst II contributes to REI’s success by providing critical data insights, trends and analysis to enable data driven decision making, improve customer experiences across all SCS touchpoints, and support the evolution of the SCS team as we leverage technology to provide a seamless blend of expert human guidance and technology enabled solutions. The role acts a relentless advocate for our customers across their journey, identifying friction trends, quality and process improvements and utilizes voice of customer feedback/sentiment to drive action and prioritization of enterprise customer initiatives. The Analyst’s primary focus will be to complete recurring analysis, identify root causes of customer issues/pain points, and deliver concise, impactful summary of findings. Models and acts in accordance with the Co-op Way (values & mission).


Responsibilities And Qualifications
Responsibilities:

• Analyze, report, and track information to identify data patterns and customer pain points using multiple data sources, including structured and unstructured customer research, benchmarks, demographics, and internal operational data.
• Support SCS team share-outs with distilled insights from SCS CX Programs and listening channels to drive actionable, data-driven recommendations.
• Engage in dialogue with stakeholders to understand the scope and impact of potential causes or changes to the customer experience, aiding in the interpretation of insights.
• Participate in processes that drive ongoing evaluation and improvement in our listening programs, tools and dashboards (Customer intent/topic data, VOC, Quality Management).
• Contribute to developing program solutions, including technical implementation of new technology platforms, systems, tools, vendor onboarding and management, integration, and ongoing data integrity maintenance of the SCS ecosystem. Requires understanding of tools (e.g., Qualtrics, Sigm...