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CX Analyst

Date: Apr 16, 2021

Location: Austin, US, 78726

Company: Dover Corporation

Job Requisition ID: 36324 

Department: Information Technology (DEPT_IT) 

 

Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).

 

DFS is seeking a high performing and intellectually curious Customer Experience Analyst to join our global Digital Customer Experience team. In this new role, you will report to the Director, Customer Experience with responsibility for executing the customer experience strategy by gathering customer insights, analyzing data, mining information across all customer touch points/multiple channels and creating customer experience maps that connect customer concerns to the appropriate business process/owner. This position is also responsible for designing an effective and consistent communication guide for all internal and external customers, and will work closely with sales, marketing, operations, supply chain and customer service to create and initiate actions and metrics associated with direct customer feedback. This position may be based from any of the following DFS locations: Austin, TX; Malmo, SE; Dundee, UK; Rio de Janeiro, BR; Guangzhou, CN; Mumbai, IN.

 

Responsibilities:

  • Drive action and execution; coordinate all customer data collections efforts
  • Work closely with sales to conduct on site customer interviews and capture valuable VOS (Voice of Sales) data
  • Create Voice of Customer (VOC) interviews, guides, survey questions and feedback forums to effectively capture insights
  • Work with customer experience champion to devise the customer experience strategy, engaging stakeholders and influencers in the process
  • Monitor and adjust the customer feedback system to ensure sustainability and longevity of the process
  • Study, analyze and report on customer feedback relative to experience, products, services and innovation
  • Consult with and advise management on customer trend data
  • Focus on the customer and market; analyze quantitative and qualitative data from various customer feedback methods (e.g., surveys, interviews, scorecards and complaints) to identify trends in customer pain points and potential root causes
  • Participate in the creation and implementation of a new VOC system that coalesces, structures and communicates customer data to various functions and levels of the organization in a meaningful and productive manner
  • Explore and recommend what other data should be tracked in order to establish actionable Customer Experience metrics that represent what matters most to our customers
  • Develop a series of reports containing customer insights, including findings and recommendations which trigger the need for new processes or incubate programs that drive customer loyalty and retention
     

Behavioral Requirements:

  • Excellent organizational and people skills with an ability to clearly convey information to team members in a concise manner
  • Strong interpersonal skills with the ability to interface with a diverse population, multiple level of an organization and various business functions
  • Proactive self-starter who goes beyond specific job responsibilities to ensure goals are achieved or exceeded
  • Strong critical thinking and analytical skills; ability to solve complex problems, prioritize issues, and implement sensible solutions
  • Ability to effectively determine unmet needs through questions and active listening
  • Excellent organizational, planning, and project management skills
  • Self-directed, positive and ethical role model with professional credibility, accountability, and the ability to thrive under pressure

 

Basic Qualifications:

  • Bachelor’s Degree in Information Technology or related field, or equivalent combination of education and experience
  • 3-5 years of business experience with 1-2 years’ work experience in the Customer Experience field, including CX research, program design, measurements and journey mapping
     
    The information contained within this job description overview is not intended to be all-inclusive. Nothing in this job description restricts management or the company’s ability to assign or reassign duties and/or responsibilities to or from this role at any time. This document is subject to change with or without notice.  

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Texas : Austin

 


Nearest Major Market: Austin

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