drjobs Customer Experience Data Analyst

Customer Experience Data Analyst

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Job Location drjobs

Lehi, UT - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013 Reputation is the global leader in reputation experience management. With its SaaS platform Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical.

Reputation was ranked for the second year in a row in G2s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer.

Why work at Reputation

  • Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

  • Weve raised over $200 million in funding from Alist venture capital firms such as Bessemer Venture Partner and Kleiner Perkins including $150 million in equity financing from Marlin Equity Partners in January 2022.

  • Reputation is trusted by more than 250 partners including Google Facebook Salesforce J.D. Power Amazon and Web.

  • Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer Customer Feedback Management and Social Suites research reports.

  • The platform is used by 10 major automotive OEMs and 16000 auto dealerships more than 250 healthcare systems and over 100 leading property management firms.

  • Our executive management team is committed to building a performancebased culture where excellence is rewarded and careers are developed.

  • Who thrives at Reputation Managers who embody a playercoach mentality. Employees who value teamwork and crossfunctional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

  • Our Mission: We exist to forge relationships between companies and communities.

We are seeking a skilled and datadriven Customer Experience Data Analyst with expertise in data science to join our Expert Services team. The ideal candidate will develop tools manage SQL databases and work closely with engineering teams to leverage AI and LLMs for customer comment analysis. This role will be crucial in identifying trends and insights from large datasets enabling efficient decisionmaking and strategic improvements for our clients. This individual will be part of the Global Professional Services team under the Expert Services branch partnering with Customer Success Managers for paid engagements.

Responsibilities:

  • Tool Development: Create tools for Expert Services to streamline client deliverables and drive efficiency across the team.

  • SQL Database Management: Build and maintain a repository of SQL queries that enable Expert Services to extract and analyze data efficiently.

  • AI & LLM Integration: Collaborate with the Reputation Data Science team to develop tools utilizing LLMs/AI for summarizing customer comment data.

  • Data Analysis & Predictive Modeling: Analyze large datasets to uncover patterns trends and relationships using statistical modeling and predictive analytics.

  • Automation & Reporting: Support custom reporting initiatives by automating data extraction and visualization processes.

  • Data Management: Occasionally assist the Social Insights team with data management tasks to improve data quality.

  • Data Integrity: Ensure all data is accurately cleaned transformed and validated for consistency and reliability.

  • Internal Partnerships: Alongside partnering with data science engage with the product team to identify optimization opportunities that reflect upcoming needs for clients.



Qualifications:

  • 5 years of experience in data analysis data science or analytics roles with a focus on customer experience AI integration and SQLbased data solutions

  • Degree in Business Analytics Mathematics/Statistics Data Science or Computer Science preferred

  • Proficiency in analytical tools such as SPSS Python and SQL.

  • Experience working with LLMs AI and machine learning algorithms.

  • Strong knowledge of data mining and data warehousing techniques.

  • Some experience working within the Customer Experience or Market Research industries

  • Proficiency with social listening platforms (Sprinklr Pulsar Nuvi Brandwatch NetBase etc. preferred but not required

  • Expertise in Microsoft Office Suite (PowerPoint Excel Word) and other data visualization tools.

  • Strong problemsolving skills with a creative mindset and excellent written and verbal communication.

  • Ability to collaborate effectively within a team and proactively address challenges.

  • Comfortable working with varied data sources including survey data reviews financial data transactional records employee feedback and social data.

  • Detailoriented with a strong emphasis on accuracy.

  • Ability to work autonomously manage tight deadlines and handle multiple priorities in a fastpaced environment.

When you join Reputation you can expect:

  • Flexible working arrangements.

  • Career growth with paid training tuition opportunities.

  • Active Employee Resource Groups (ERGs) to engage with.

  • An equitable work environment.

Our employees say it best:

Our employees highlight our:

Diversity Programs & Initiatives:

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation we believe in:

At Reputation we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees regardless of their background to make an impact in their work each and every day. Joe Burton CEO Reputation

Additionally we offer a variety of benefits and perks such as:

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.

Applicants only No 3rd party agency candidates.


Required Experience:

IC

Employment Type

Full-Time

About Company

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