Customer Experience Analyst

Summary

Join Granicus as a Customer Experience Analyst and contribute to the transformation of GovTech. This critical role involves developing data-driven insights for Government Experience Cloud customers, ensuring on-time and on-target delivery, and supporting account growth. You will work closely with a cross-functional team, analyzing qualitative and quantitative data to provide actionable insights and create compelling presentations. The ideal candidate possesses experience in data-driven customer success or consulting, strong analytical skills, and excellent communication abilities. This role offers the opportunity to make a significant impact on a dynamic team within a growing company.

Requirements

• 1+ years proven experience in related field (e.g. marketing/sales, market research, business analytics, strategic planning)
• Demonstrated experience in quantitative research and statistical/analytical techniques
• Experienced in report building from multiple databases including Salesforce, PowerBI, Quicksight
• Ability to analyze data to guide internal process improvement and operational excellence
• Experience in developing executive level presentations
• Strong prioritization skillset utilizing a framework or methodology that can be referenced
• Ability to excel in a remote environment
• Excellent organization skills and a passion for process and business systems
• Flexible and nimble - can adapt and effectively prioritize competing tasks
• Commitment to diversity of thought and consideration of different ideas
• Natural ability to foster internal relationships
• Ability to thrive in a lean, self-propelling, proactive environment

Responsibilities

• Mine, analyze and synthesize data sources using various tools and techniques
• Interpret information to provide objective, clear and actionable insights and implications
• Translate customer reporting and data requirements into customer facing collateral to be utilized to drive best practices
• Perform campaign data analysis to understand the lift & ROI associated with each program to aid in the development of future strategies
• Assist in proactively managing business intelligence and data insights for an assigned portfolio of clients
• Act as an internal resource for the Experience Partners and Customer Success Consultants regarding customer data trends and insights to support increased usage and improved customer experience
• Create dashboards, reports, and visualizations to analyze metrics and develop customer insights leveraging Salesforce, PowerBI, Quicksight and other proprietary Granicus tools
• Compile customer facing presentations including but not limited to quarterly business reviews, bench marking measurements and custom requests
• Consume Granicus best practices content and review auxiliary metrics via Salesforce reports, PowerBI signature dashboards, and make data-driven recommendations based on Granicus benchmarks and client baselines to accelerate adoption
• Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals
• Contribute directly to company objectives by streamlining processes for increased efficiency and reducing redundancy
• Regularly achieve weekly, monthly, and quarterly targets for SLA response time, report creation, insights gathered, customer business reviews developed
• Streamline internal workflows to boost efficiency of the team
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Preferred Qualifications

• Experience in qualitative research
• Appetite for analytics and advancement driven by data with preferred knowledge of civic-management and citizen-engagement tools
• Appetite for learning and research in both data analytics and public sector trends

Benefits

• Hospitalization Insurance Policy covering employees and their family members including parents
• All employees are covered under Personal Accident Insurance & Term Life Insurance policy
• All employees can avail annual health check facility
• Eligible for reimbursement of telephone and internet expenses
• Wellness Allowance to avail health club memberships and/or access to physical fitness centres
• Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter
• Memberships for ‘meditation and mindfulness apps including on-demand mental health support 24/7
• Access to learning management system Say., LinkedIn Learning Premium account membership & many more
• Access to Rewards & recognition portal and quarterly recognition program