Staples global careers United States

Customer Experience Research Analyst

Function: Customer Service/Contact Centers
Location: Staples Corporate Center, Framingham, 01702, Massachusetts
Date posted: 03/16/2017
Type: Full-time
Permanent / Contract: Regular
Job number: 1006578

The Customer Experience Research Analyst is a critical role for Staples and the Customer Service department.  This role will conduct research, perform analysis, and collaborate with business subject matter experts in order to turn data into actionable insights.  The Cx Research Analyst will also monitor voice of the customer data for trends and events, and make recommendations that enable the Staples organization to improve the customer experience.  


Key Responsibilities:

 

Conduct research that contributes to improving the customer experience 

 

  • Conduct research using a variety of formal methods, including surveys, interviews, shadowing, data analysis, mystery shopping, etc.
  • Research situations which negatively impact the customer experience and provide clarity on where processes and systems are breaking down
  • Collect, research, analyze, and summarize qualitative and quantitative data in close partnership with data analytics team
  • Elicit hypotheses from all levels in CS and from other organizations through a variety of methods (interviews, observations, roundtables, etc)
  • Assess how initiatives in multiple departments (including CS) will improve (or harm) the customer experience
  • Develop and lead an engaged CSR panel community to drive deeper insights into our customers and processes, maintain list of actions taken due to panel feedback, summarize key findings
  • Build a network of business subject matter experts across departments to provide deeper insight into research findings
  • Prepare research study progress reports and findings reports

Monitor and analyze a variety of Voice of the Customer data sources

 

  • Actively monitor emerging trends within both quantitative and qualitative data sets
  • Proactively research and communicate trends and anomalies 
  • Regularly distribute insights in visually appealing reports and communications

Recommend improvements to the customer experience 

  • Advocate for customer experience improvements across organizational and functional boundaries
  • Create compelling customer pain stories and presentations
  • Network with other departments within Staples to fully understand the customer experience
  • Immerse self in customer experience best practices and trends

Basic Requirements:

 

  • Bachelor’s degree in business, marketing, sociology, psychology or 2-4 years of experience in market research, usability, business analysis, or consumer insights
  • Proficient in Microsoft programs (Excel, Powerpoint, Word, Visio, etc) and survey writing tools (Qualtrics, Survey Monkey).  
  • Experience with planning and conducting research projects (defining objectives, selecting methodology, developing sample plans, designing data collection, presenting findings, etc)
  • Familiar with common statistical tests (t-test, ANOVA, regression)
  • Experience with Voice of Customer research and/or customer data
  • Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities
  • Strong track record of customer-focused thinking and problem solving

Preferred Requirements:

  • Experience with statistical software, text analytics platforms (Luminoso, etc.) and data visualization (Tableau, etc)
  • Lean Six Sigma green belt or black belt training