This exciting opportunity on the att.com Customer Satisfaction team is for measuring customer satisfaction on ATT.COM, utilizing analysis tools to diagnose issues, make actionable recommendations, help prioritize improvements based on their ability to drive ROI and online self-service initiatives, monitor fixes and follow thru on post implementation results.
The job requires someone to understand both the Customer Experience focus and the business objectives and be able to take on analytic and research projects in terms of deep diving into CSAT and continuously incorporate clickstream, and Tealeaf to pinpoint opportunities, and drive short and long term projects.
Successful job execution requires interaction with other team members and CSAT vendor partners to coordinate consistent online satisfaction measurements, industry & best in class benchmarks, issue identification and maintaining detailed CSAT improvement action plans. The candidate must also identify the key drivers that impact the customers likelihood to recommend the company. The position also requires interaction with marketing, customer experience teams and leadership stakeholders for reports, ad hoc analysis, research and insight. In addition, the candidate should understand the AT&T owned and operated websites and flows by which visitors interact for shopping, service and support.
Ideal candidate must have online experience and a proven track record for teaming effectively across multi-functional groups, expert communications skills both written and verbal/presentation, proactive in deeper analysis and an understanding of web analytics, with a natural curiosity to behavior analysis.
Perform in-depth analysis of Customer Satisfaction data resulting from CSAT surveys implemented on ATT.com Home Solutions Sales sites (Uverse, home phone, DSL) and ATT.net . Take direction from ad-hoc requests as well as provide proactive discovery with continuous data analysis such as releases and marketing events.
Generate custom reports using Business Intelligence tools such as SQL, Business Objects, WebTrends that relate the clickstream data to the CSAT data. Perform in-depth analysis of user behavior.
Identify improvement opportunities, using the combination of customer satisfaction and behavioral data to point out the direction of specific site enhancements that will make the online experience more effective/effortless.
Develop standardized data reports and analysis charts, graphs and presentations that enable more concentrated efforts in VOC and behavior analysis.
Participate in target setting and achieving attainment with active progress of CSAT actionable data impacting ATT.com Home Solutions Sales (Uverse, home phone, DSL) and ATT.net .
Offer strategic inputs to the Business Requirements and Business Cases on projects that impact customer satisfaction.
Manage and update survey questions and results to parallel client needs as products and services change, technology advances and better CSAT data collection tools are made available.
Ability to analyze Customer Satisfaction data and identify/pinpoint issues and make actionable recommendations.
Customer focus and curiosity about underlying customer-centric wants and needs.
Hands on experience with Tealeaf customer experience management tool.
Skilled in Business Intelligence –Business Objects, WebTrends required. Skills in SQL, SAS and other data analytics tools highly desired.
Ability to combine strategic and analytical thinking with hands-on reporting capabilities.
Strong analytical skills including interpretation of charts, graphs and create executive presentations and summaries from Customer Satisfaction survey results.
Understanding of Willingness to Recommend, Net Promoter Score methodology.
Knowledge of ATT.com Home Solutions (Uverse, home phone, DSL) and ATT.net products & services a plus.
Highly effective oral, written communication and presentation skills a must.
Knowledge in Foresee methodology and Customer Satisfaction data gathering a plus.
Ability to aggressively pursue follow-up on pending Customer Satisfaction analysis requests.
Ability to analyze and problem-solve issues real-time whereby not enough information exists to readily obtain or deduce obvious solutions.
Excellent project management and documentation skills.
Proven ability to work independently in a fast-paced environment.
Strong organization skills and ability to multi-task and prioritize work.
3-5 years business analysis experience, especially analytic analysis.
Highly detailed with attention to detail, quality output
Consistent, reliable, timely, detailed as management-level appropriate, accurate work
Flexible, may require long hours on high priority work.
A portfolio of previous online customer satisfaction metrics and analysis experience a plus. Experience in customer experience insight with proven examples of insight that yields improvements.
Technical web development understanding/experience a plus.
Ability to stay current with new tools and technology.
Marketing / Public Relations / Communications
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