Make Your Mark:
The Operations & Engagement team delivers significant initiatives focused around increasing our customer’s overall experience with Blackline. This team focuses heavily on cross-organizational coordination that is backed with a foundation on data driven insights. Ultimately, all our initiatives are related to building capabilities, assets, and tools to better serve our customers.
We are seeking a highly analytical and customer-centric Business Analyst to join our Customer Experience team. Business Analyst Customer Experience will support our BlackLine Voice of the Customer (VOC) program. The VOC program brings actionable customer, partner and employee insights into our customer journey touchpoints to help ensure we deliver highly reliable, high-quality experiences at these key moments. This BA role ensures that opportunities to gain experience insights are created, delivered, measured and reported in a way that will help BlackLine leaders lead innovation/improvement initiatives based on the feedback and insight.
The ideal candidate will have a strong foundation in business analysis, coupled with a keen understanding of customer experience principles. This role will be instrumental in leveraging the Medallia platform to convert data into actionable business insights that drive improvements in our customer journey. The adecuado candidate is an analysis expert who can a variety of data platforms and analytical tools to provide timely, meaningful, and consumable information.
You'll Get To:
- Support the ‘Voice of the Customer Center of Excellence’ and its engagement with BlackLine stakeholders by leading the analysis of customer feedback and delivery of high-value insights in support of various CX initiatives.
- Perform complex data review, research, and/or reconciliation. Identify trends, patterns, and correlations within customer data to uncover actionable insights.
- Create highly effective and engaging Medallia dashboards for various stakeho
📌 Customer Experience Analyst (Ciudad de México)
🏢 BlackLine Modern Accounting Solutions
📍 Ciudad de México
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