CenturyLink Marketing Analyst II - Customer Experience in Denver, Colorado

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

The Analyst II, Customer Experience – VOC Analytics & Insights, will support the delivery of

impactful reporting, dashboards and insights for the global Customer Experience program.

This individual will need to provide data-driven insights and recommendations for solutions based on knowledge of the business and analysis conducted. We are looking for someone that is a high-energy self-starter, has the ability to clearly communicate to management, and is passionately inquisitive.

The Customer Experience (CX) team plays an important role in shaping the strategic direction of the company. The team serves as advisors to company leaders and addresses the key questions facing senior management and the company’s operating units.

Job Description

  • Analyze qualitative and quantitative research data results, reporting and sharing findings and results; collaborate with senior analysts on our team and data scientists across the organization

  • Integrate relevant operational, customer experience (NPS), employee experience, and market/business knowledge; drive advancement of our customer-centric strategy

  • Be responsible for Voice of the Customer program/systems requirements development and documentation, UAT, and stakeholder support, driving all levels of process design and audits end to end

  • Participate in projects that lead to deeper customer understanding, including journey mapping, employee experience and insights, psychographic segmentation and profiling, and product perception research

  • Develop relationships with and foster partnership and teamwork among various stakeholder groups in the pursuit of an improved customer experience

  • Manage own time and schedule with initiative and effectiveness, negotiating and prioritizing demands across multiple projects

Qualifications

  • Bachelor's degree or equivalent education and relevant experience

  • Minimum 2 years related experience

  • Being a MS Excel and PowerPoint expert is a must.

  • Experience using analytic tools like Business Objects, SAS, and SQL with strong basis in statistics and modeling.

  • Experience using Qualtrics is a plus

  • Knowledge of technology, telecom or related industries is appreciated, but not required

Preferred:

  • Master’s degree or equivalent education/relevant experience

Education

Masters or Equivalent

Bachelors or Equivalent

Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Kansas-New Century; US-Louisiana-Monroe; US-New York-Rochester

Requisition # : 210238

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.