Client Experience Analyst Job Description

How do you write a job description for a Client Experience Analyst ?

The Client Experience Analyst involves extensive customer interaction and service. An Customer Experience Analyst will deploy the software, most often at client site, following information gathering, analysis, and mapping of the client’s workflow and processes. Software automates task workflow, communication, approvals and reporting. It eliminates the frustration of spreadsheets, emails, hunting for details, unnecessary meetings and phone calls. The software facilitates streamlined brand management and links team members through rights and roles controlled access. It performs even in decentralized environments and in the absence of centralized leadership; allowing for policy administration, control and reporting at a multitude of levels.

The Analyst will assume a leadership role in actively managing specialized services that support clients of company. Specialized services may include contact center support, facilitation of client specific support services (e.g. estimating, specification analysis and development), supplier sourcing, qualification, on boarding and management. The Analyst will provide critical leadership in developing, executing, and continually improving our client facing operational strategies and back office processes.

This sample Job description explainer offers guidance on key sections that are important to include for clarity, as well as suggestions for promoting the position. It provides a list of duties, responsibilities, tasks, requirements, demands for setting job expectations and the employee's ability to perform the work as described. However, it’s often not construed as an exhaustive list of all functions, responsibilities, skills and abilities.

What does a Client Experience Analyst do?

Responsibilities:

• Manage new and existing accounts.
• Establish and nurture rapport with clients that is conducive to a long-term business relationship.
• Promote business growth from existing clients by ensuring they receive world-class.
• responsiveness, accuracy and timeliness of specialized services.
• Provide leadership and assume responsibility for key support services including, but not limited to contact center support, training, procurement support services and production support services.
• Participate as required in client facings aspects of new account implementation and development.
• Conduct client meetings and training.
• Prioritize and manage multiple complex projects within time, technical and resource constraints.
• Provide written documentation to appropriate team members and client addressing each facet of implementation for every project, to include an overall roll out plan, timelines, and project assignments.
• Work closely with Client Experience Manager to accurately forecast “go live” schedule.
• Provide advanced problem solving, troubleshooting and system consultation as needed for client.
• Coordinate client resources and assign project tasks.

Qualifications:

• Minimum 10 years experience and increasing responsibility in a professional services leadership role focused in the area of supply chain management.
• Bachelors degree (or equivalent experience).
• Pro-active self starter.
• Strong oral and written communication skills supporting a required ability to articulate clear ideas and strategies.
• Excellent presentation skills and comfort in leading groups.
• Ability to interact effectively at all levels, both internally and externally.
• Ability to negotiate effectively delivering “win-win” results.
• Strong analytical, problem solving, and project management skills.
• Computer literacy to include advanced capabilities in tools such as Visio, Excel, pivot tables, and other web-based applications.
• Detail oriented.
• Excellent and consistent follow through skills.
• Ability to understand and drive improvement of processes.
• Ability to multi-task and meet critical deadlines in a fast paced environment.
• Ability to travel and to conduct presentations.

If you wish to use the content provided to make a functional job description, than you normally also need to includes relevant job details of the physical requirements, as well as certain movements that workers may encounter while on the job. This Client Experience Analyst  Job Description template is fully editable and printable and can be used in Google Docs, MS Word or Pages format. Get this downloadable file now and customize it according to your needs.