CX Insights and Platform Analyst
####公司描述 经验是一个全球数据和技术公司，为世界各地的人民和企业提供机会。我们在各种市场上从金融服务到医疗保健，汽车，农业业，保险等方面开展业务。经验投资于人员和新先进技术来释放数据的力量。我们有32个国家的25200人组成的惊人的团队.####工作说明 Experian 客户体验 (CX) 团队专注于将我们的客户之声 (VOC) 置于业务中心。你将客户反和额外的体验信号转化为清晰，可操作的见解，同时确保 CX 技术平台得到有效管理和持续优化的。你将结合分析，Medallia 平台管理和新兴 AI/自动化。它将调查反与其他工具的对话性和运营数据汇集在一起，将体验信号与相关业务措施连接起来，开发报告帮助利益相关者理解和根据客户体验采取行动，并使新的 Medalia 功能 - 包括 GenAI-提高 CX 洞察力的速度，规模和价值。**CX Analytics & Insights** - 结合 VOC,调查，对话和运营数据以创造更丰富的客户体验视图。-分析量化和质量的数据来确定主题，驱动因素，根本原因，风险和机会。- 链接 CX 信号与经营和业务措施展示经验和业务影响。- 建立和维护基于角色的 Medallia 报告，仪表板，警报和洞察力观点。- 将利益相关方的问题转化为集中分析和明确的可操作建议。-监测调查性能，响应率和数据质量，并推改进。- 与 CX 合作伙伴，销售，服务，运营，产品和其他团队进行洞察力的使用情况。**CX 平台管理** - 构建，配置，测试，部署和维护 Medallia 调查和报告。- 管理 Medallia 访问，配置，报道，警报和常规数据传输。- 保持数据完整性，平台标准，文档和 CX 数据治理。- 与数据，技术和供应商团队合作解决集成，平台和报告问题。- 作为 Medallia / CX 平台中小企业，提供用户指导，培训和支持。**新兴 AI & 自动化** - 启用和优化 Medallia GenAI,文字分析，对话智能知识。
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#### Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
#### Job Description
Experian’s Customer Experience (CX) team is focused on placing the Voice of Our Clients (VOC) at the heart of the business. You will turn customer feedback and additional experience signals into clear, actionable insight, while ensuring the CX technology platform is effectively administered and continuously optimised.
You will combine analytics, Medallia platform administration, and emerging AI / automation. It brings together survey feedback with conversational and operational data from other tools, connects experience signals with relevant business measures, develops reporting that helps stakeholders understand and act on the client experience, and enables new Medallia capabilities - including GenAI - to improve the speed, scale and value of CX insight.
**CX Analytics & Insights**
- Combine VOC, survey, conversational and operational data to create a richer view of the client experience.
- Analyse quantitative and qualitative data to identify themes, drivers, root causes, risks and opportunities.
- Link CX signals with operational and business measures to show experience and business impact.
- Build and maintain role-based Medallia reports, dashboards, alerts and insight views.
- Turn stakeholder questions into focused analysis and clear, actionable recommendations.
- Monitor survey performance, response rates and data quality, and recommend improvements.
- Partner with CX, Sales, Service, Operations, Product and other teams on insight-led use cases.
**CX Platform Administration**
- Build, configure, test, deploy and maintain Medallia surveys and reporting.
- Administer Medallia access, configurations, reporting, alerts and routine data feeds.
- Maintain data integrity, platform standards, documentation and CX data governance.
- Work with data, technology and vendor teams to resolve integration, platform and reporting issues.
- Act as a Medallia / CX platform SME, providing user guidance, training and support.
**Emerging AI & Automation**
- Enable and optimise Medallia GenAI, text analytics, conversational intelligence and emerging capabilities.
- Develop AI and automation use cases that improve the speed, consistency and scale of CX insight and operations.
- Test new capabilities, assess value and limitations, and turn successful use cases into repeatable processes.
- Measure AI and automation quality, efficiency, adoption and business value, and recommend improvements.
- Support responsible implementation of AI-enabled CX solutions in line with governance and controls.
- Track CX technology, GenAI and automation developments and recommend relevant opportunities.
#### Qualifications
- Hands-on experience administering Medallia or another enterprise CX / VOC platform
- 3+ years of experience combining customer feedback with conversational, operational and other data to generate insight.
- Proven ability to create role-based dashboards, reports, analysis and stakeholder-ready presentations.
- Strong quantitative and qualitative analysis skills, including verbatim analysis and root-cause identification.
- Working knowledge of CX measurement, survey design, feedback operations and data-quality principles.
- Experience with Medallia reporting; exposure to GenAI, text analytics, conversational intelligence or automation is desirable.
- Ability to turn AI and automation opportunities into practical, scalable CX use cases.
- Strong analytical, critical-thinking and problem-solving skills, with clear business recommendations.
- Comfortable with structured data and data manipulation; SQL or similar querying skills are beneficial.
- Comfortable with BI and reporting tools such as Tableau, Power BI, Excel, Salesforce or similar.
- Advanced written, verbal and presentation skills for technical and non-technical audiences.
#### Additional Information
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
**Our benefits include**: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
This is a fully remote job opportunity.
**Recruitment Fraud Awareness**- Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an **@experian.com** email address.
**Experian will never ask candidates to make any payment** as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit **experian.com/careers**.
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