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Customer Insights and Analytics Coordinator, Customer Experience

Job Title
Customer Insights and Analytics Coordinator, Customer Experience
Job ID
27009398
Duration
1 Year
Location
Long Island City,  NY 11120
Other Location
Description

C2G's financial services client is searching for a Customer Insights and Analytics Coordinator to support the Customer Experience Defect & Pain Point Remediation Team in its role to track customer complaints; escalating identified issues and key customer suggestions, and working with business owners on issue resolution.

Responsibilities:

• Executive Complaint Management

o Capture all complaints directed to Cards Leadership
o Track resolution of all complaints
o Maintain complaint log
o Create and distribute executive-level report to senior leadership and business owners

• Customer Sentiments/Pain Point Capture

o Review and code customer feedback on a monthly basis
o Assist in creating monthly customer feedback summary
o Identify trends from feedback and capture pain points
o Maintain pain point records in automated repository tool
o Work with stakeholders and business owners on remediation

• Learn the credit cards business including all key customer journeys that are drivers of pain points and complaints

Qualifications:

• 3-5 years of Business, Marketing or Customer Engagement experience
• Strong data management and analytical skills
• Exceptional Excel and PowerPoint skills for tracking and reporting
• Relationship management, interpersonal, and organizational skills a plus
• Self-starter – ability and desire to learn quickly