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NPS Analyst

San Jose, CA 95002

Posted: 10/03/2023 Employment Type: Contract Job Category: Customer Service Job Number: 577991 Is job remote?: Yes Country: United States

Job Description


NPS Process Analyst
3-Month Contract
Remote Must work PST Hours

Pay Range: $30 - 35

Must Haves
:
Bachelor’s degree
3 years of experience managing customer survey feedback
Google suite experience

Preferred:
Prior customer service experience

Job Summary/Description:
  • Be responsible for the overall NPS process and ensures all teams are aware of the results. 
  • Overall data reporting on NPS along with other leading indicators for cross reference.
  • Review Customer interactions, escalations, social media, and app reviews data in relation to NPS and share summary with the relevant teams. 
  • Track action items based on NPS themes to ensure improvements are in action and themes are showing progress. 
  • Prepare and share weekly/monthly NPS summary report by collecting, analyzing and summarizing data in a digestible format.
  • Organize and coordinate with product marketing, training, support QA, and support center teams to release new content to be communicated to customers.
  • Assist with competitor analysis for NPS to understand trends.
  • Submit NPS Jira to the appropriate teams for actions and track progress to ensure we are delivering improvements for our customers. 
Job Requirements
  • Minimum education: Bachelor’s degree in Business and/or Management
  • Minimum of at least 3 years of relevant experience managing NPS process or similar customer survey feedback program 
  • Experience in google applications like Google mail, Sheets, Slides, Documents 
  • Prior customer service experience desired 
  • Strong complex analysis and problem solving skills
  • Strong communication skills and ability to work independently
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