SchoolMint is actively searching for a Customer Experience Analyst to join our Enrollment Consulting team.
We are looking for a professional with previous Education, Consulting, Marketing or Customer Service Quality Assurance experience.
The Customer Experience Analyst conducts research and provides detailed analysis to our customers, helping them improve their customer service and school recruitment experiences.
The Analyst will serve as a key member of the services team and will be called upon to help develop growth strategies that can allow SchoolMint to help more clients.
The right candidate possesses endless curiosity and passion for understanding customer perceptions and behaviors.
You have expertise in customer service best practices and identifying opportunities for organizations to improve their services to their clients.
You have a consultative approach to problems and can connect disparate points of data into compelling insights and recommendations.
You are a creative problem-solver who seeks to deeply understand the business so that you can define the most meaningful and strategic research studies that facilitate informed decision making.
What You Will Do:
Conduct customer service audits of clients
Conduct survey analysis, identify insights and opportunities, and devise recommendations that will inform business decisions aimed at improving the enrollment experience
Engage in secret shopper audits at customer locations.
Act as a thought partner to clients, in collaboration with the Supervisor.
Deliver timely, error-free and high-quality projects.
Under supervision, create reports and presentations for customers on their performance in customer service and secret shopper audits.
Responds to customer inquiries regarding the status of current projects.
Participate in the execution of quantitative research studies with clients.
Conduct internet research on client opportunities and client programs
Supporting the Chief Enrollment Officer with any daily project needs and ongoing, long-term projects
Qualifications:
About You:
3+ years of experience in marketing, customer experience analysis or consulting.
Ability to travel up to 20% of the time
Has a client-focused, consultative approach for project management --- not just an order taker, but is able to suggest alternate approaches and provide strategic insights that meet client needs.
Grasps key issues quickly, understands the "big picture", and links market research insights to larger business issues relevant to client needs.
Demonstrates excellent written and verbal communication skills and is effective in a variety of presentation settings.
Ability to learn quickly and work independently with minimum guidance
Ability to exercise judgment and work in a fast paced environment
Has a strong commitment to quality.
Has a proven track record of meeting or exceeding target goals.
BA/BS degree in Marketing, Education, Communications, or a related field of study required
