Customer Satisfaction Business Analyst

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com 

Customer Satisfaction Business Analyst 

(Virtual Role in Spain)

As a World-Class Customer Satisfaction Business Analyst, you will play a pivotal role in understanding, measuring, and improving customer satisfaction at Alight. You will use advanced analytics, industry-leading survey tools, and data-driven insights to identify opportunities for enhancing customer experiences and driving customer loyalty. Your primary focus will be on understanding the voice of the customer and translating feedback into actionable strategies for continuous improvement, with an emphasis on meeting and exceeding the unique customer satisfaction needs of our organization.
 

 Responsibilities

• Develop a deep understanding of our organization's customer satisfaction needs and expectations, collaborating closely with internal stakeholders to tailor customer experience initiatives accordingly.
• Design and implement a comprehensive customer satisfaction measurement program, leveraging industry-leading survey tools such as Medallia, to collect and analyze customer feedback across various touchpoints and customer segments.
• Establish customer satisfaction benchmarks and targets, tracking performance against these metrics and working with cross-functional teams to develop strategies for meeting or exceeding them.
• Proactively identify potential customer satisfaction pain points and risks, developing mitigation plans and working closely with relevant teams to address them effectively and efficiently.
• Foster a customer-centric culture within the organization by promoting the importance of customer satisfaction and facilitating customer empathy workshops or training sessions for employees.
• Serve as the organization's customer satisfaction subject matter expert, providing guidance and support to internal stakeholders on best practices and strategies for enhancing customer satisfaction.
• Collaborate with customer-facing teams, such as Account Management and Sales Teams, to ensure a seamless and consistently satisfying customer experience across all touchpoints.
• Regularly report to senior management on customer satisfaction performance, providing detailed analysis and insights, as well as recommendations for improvement initiatives and resource allocation.
• Regularly communicate with English-speaking stakeholders to provide actionable insights to Senior Leadership.

Qualifications

• English – Advanced certification or equivalent.
• A deep understanding of customer satisfaction principles, methodologies, and best practices, with the ability to adapt them to the specific needs of the organization
• Expertise in customer journey mapping and customer segmentation, with the ability to identify and prioritize high-impact customer satisfaction improvement opportunities
• Strong emotional intelligence and empathy, with the ability to understand and anticipate customer needs, concerns, and expectations
• Experience in designing and facilitating customer satisfaction training or workshops for employees, fostering a customer-centric mindset throughout the organization
• Proven ability to influence and collaborate effectively with stakeholders at all levels, driving customer satisfaction-focused decision-making and culture
• Proven ability to create energy and focus in highly matrixed, multi-geography and diverse team
• Experience with Business Intelligence tools, such as Power Bi (preferred) and Tableau
• Experience with design-thinking methodology
   

Education

• Bachelor's degree or equivalent experience in a related field, such as Business Analytics, Marketing, or Customer Experience Management
• Additional certifications or training in customer satisfaction, customer experience management, or related disciplines, such as Certified Customer Experience Professional (CCXP) or similar credentials, are highly desirable

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement. 

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.  In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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