Customer Experience Data Analyst

Corning is one of the world's leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people's lives.
Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.
As a leading developer, manufacturer, and global supplier of scientific laboratory products for 100 years, Corning's Life Sciences segment collaborates with researchers seeking new approaches to increase efficiencies, reduce costs and compress timelines in the drug discovery process. Using unique expertise in the fields of materials science, surface science, optics, biochemistry and biology, the segment provides innovative solutions that improve productivity and enable breakthrough discoveries.
Scope of Position:
As a Customer Experience (CX) Data Analyst, you will develop and implement analytical reports to turn data into actionable insights. You will provide analytical support to the team in collaboration with cross-functional teams to identify what influences and improve customer satisfaction to enhance the customer experience, strengthen our brand and enable operational efficiencies.
In this role, you will report to the Business Analytics Manager and will collect, handle, analyze and report on inquiries related to the customer through various platforms and software tool, including but not limited to PeopleSoft, Saleforce.com, Hybris e-commerce and Microsoft Power BI.
You will also monitor the customer data for trends and events and make recommendations that enable the organization to improve the customer experience. This is a data driven role requiring strong analytical and critical thinking skills, as well as the ability to multi-task.
Day to Day Responsibilities:
Develop an intimate understanding of our customers and provide analytical support to the CX team by developing insightful, relevant and actionable reports/dashboards
Communicate results and analysis to management
Formulate relevant critical metrics, identify trends and opportunities to make recommendations to improve the customer experience
Monitor emerging CX trends and keep up to date with current technologies
Identify issues and problems, and recommend solutions
Regularly distribute insights in visually appealing reports
Responsible for updating reports, dashboards and queries as necessary to maximize the efficiency of business operations
Work with teams to improve coordination across all areas of the business and reduce manual effort
Identify urgent issues or discrepancies within the data and communicate to management
Support departmental needs for ad hoc reporting
Using reporting tools (i.e. Microsoft Power BI and Salesforce.com) to develop reports that measure team performance and customer behaviors
Be open to continued education and learning of analytical processes, methodology and outcomes
Other tasks as assigned
Travel Requirements:
5% domestically.
Hours of work/work schedule/flex-time:
40 hours, 8:30 am - 5:00 pm
Required Education:
Bachelor's degree.
Prefer concentration in Business, Finance , Data Science or Statistics.
Required Years and Area of Experience:
Minimum 2+ years of experience in data analysis, reporting and dashboard management
Very Strong skills in Microsoft suite, especially Excel and PowerPoint required
Knowledge and Skills:
Strong business insight and understanding of the evolving business operations.
Understanding of basic call center and customer support functions.
Demonstrated ability to find opportunities for improvement and make constructive suggestions for change.
In-depth proficiency working in Microsoft Excel, including formula writing, conditional, formatting. and macros; full understanding of pivot tables and v-lookups is required.
Desired Experience / Qualifications / Skills:
Knowledge of Microsoft Power BI and Salesforce.com is beneficial.
Familiar with DAX, SQL, Python and R or other programming languages is preferred.
Soft Skills:
Excellent problem-solving, analytical and critical thinking skills
Strong organizational skills; ability to manage multiple tasks simultaneously and efficiently
Strong written, verbal communication and presentation skills
Ability to work effectively and professionally with functional to drive and achieve results
Self-motivated; ability to handle responsibilities independently and drive initiatives through completion.
This position does not support immigration sponsorship.
We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.
Nearest Major Market: Boston

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