The Employee Experience Global Help organization is the access point for obtaining help across the firm (Human Resources, Technology, and Chief Administrative Office), with our goal to build and deliver best-in-class employee experiences.

As an Analyst, you will be responsible for supporting the administration of the Listening Surveys (e.g. Customer Satisfaction (CSAT)), Call Listening, and other listening strategies. Your mission will be to support survey administration, evaluate employee feedback and associated interactions to gather and integrate insights that will inform decisions to influence employee experience improvements. Additional activities you will support include leading projects, the oversight and management of listening of employee phone calls, and case interaction reviews to perform root cause analysis for dissatisfied responses to identify experience improvement opportunities.

Key Responsibilities:

• Manage the survey administration process, along with change management.
• Manage projects, as assigned to influence employee experience improvements
• Analyze survey data from our various data sources, identifying employee experience paint points, root cause, and actionable insights for process/product opportunities to enable decision making that will improve and drive the employee experience
• Analyze and monitor employee feedback processes, data quality, quantify and escalate identified issues. Apply a mix of qualitative and quantitative analysis techniques to produce insights that help the business improve the employee experience 
• Produce analysis and reporting; summarize findings and insights to share across all management levels on survey and other listening program Feedback and Insights identified
• Create and share weekly and monthly Survey results updates and reporting
• Oversee and conduct targeted call listening and case reviews
• Manage improvements and updates to team procedures, other team documentation and applicable system enhancements

Qualifications:

• Bachelor’s Degree or equivalent experience preferred
• 5 years Customer experience analysis or business analysis experience, relentless customer experience focus.
• Excellent relationship management skills – Collaboration and partnership skills
• Survey administration (e.g., Qualtrics, Survey Monkey, etc.) and/or Survey analysis experience, preferred
• Excellent communication, presentation (both oral and written) & influencing skills across various stakeholders 
• Effective change management skills. Ability to support & adapt within a changing environment
• Experience using Microsoft Office, including Excel, PowerPoint and SharePoint
• Excellent analytical and logical thinking to understand and analyze complex business processes
• Strong organizational and prioritization skills, detail oriented, and strong interpersonal skills
• Self-starter, energetic, enthusiastic, take the initiative and work independently but also to socialize ideas and develop collaborative solutions
• Ability to work in a high-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
• Ability to adjust schedule, as needed, to meet global business needs