Experience Analyst Resume Sample
Dortha Weimann
788 Miller Forge,
Chicago,
IL
+1 (555) 727 5172
Work Experience
Senior Experience Analyst
09/2015
-
PRESENT
Dallas, TX
- Two years’ experience designing customer experiences
- Two years’ experience writing and producing customer-facing digital content
- Produces point-of-view documents on various topics as requested by the business
- Contributes to ‘continual culture of continuous improvement’ by providing service quality metrics and data used to inform management of trends and opportunities to improve line performance and to challenge assumptions regarding service delivery
- Provides research that can be used to enhance client experience and strengthen the company’s competitive brand and regulatory stature with individuals, institutions, Board and regulators
- Analyze metrics, key indicators and other available data sources to discover root causes of process defects
- Create actionable items out of findings to help drive improvement in shopping experience through enhanced training requirements, performance management plans, content creation, help pages, and other customer facing interactions
Digital Experience Analyst
06/2012
-
07/2015
Chicago, IL
- Able to produce results independently as well as collaboratively in a team environment
- Understanding of online information architecture standards
- Experience in business analytics, user research, information architecture, usability testing, human factors, and other related disciplines within a consultative or corporate environment
- 3 years related experience
- Proficient with SQL or similar data query tools; strong communication skills
- Pivot between detailed data and big picture conclusions
- Flight ticket discount
Analyst, Experience Insights Internship
08/2009
-
12/2011
Phoenix, AZ
- Ensure timely and accurate performance metrics are created and maintained, with trend and variance analyses. Perform ad-hoc data analysis in support of projects and initiatives
- Utilize forecasting techniques to produce long term outlooks
- Position Reports to Mgr, Catergory Experience
- Act as a liaison between The Dock’s client engagement team, other internal teams and our global client account team
- Experience in experience analytics, user research, information architecture, usability testing, human factors, and other related disciplines within a consultative or corporate environment
- Experience with tools such as real-user monitoring (e.g. Dynatrace), site analytics (e.g. Omniture), session replay, and usability testing tools
- Format analytics data in a way that can be easily consumed by stakeholders
- Manage and coordinate multiple projects
- Excellent traceability of decisions and tasks undertaken
Education
John Paul the Great Catholic University
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Provision of excellent client services and strong communication skills, as information exchange is a significant feature of the role
- Excellent writing skills, including ability to capture tone
- Strong Microsoft office software skills including but not limited to Excel and PowerPoint
- Demonstrates advanced presentation skills to prepare, deliver, and ensure understanding of information
- Attention to detail is essential as are excellent verbal and written communication skills
- Strong written and verbal communication skills, and ability to communicate with all levels of the organization
- Strong communication skills to deliver high quality service to a specialized client base
How to write Experience Analyst Resume
Experience Analyst role is responsible for advanced, software, languages, collaboration, organization, sql, b2b, digital, training, integration.
To write great resume for experience analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Experience Analyst Resume
The section contact information is important in your experience analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Experience Analyst Resume
The section work experience is an essential part of your experience analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous experience analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular experience analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Experience Analyst resume experience can include:
- Related experience; 5-7 years total experience
- Advanced SQL skills used in conjunction with large relational databases, such as Oracle and Teradata
- Experience in Digital Experience
- A high skill level in communicating in all forms, ensuring proper team documentation and coordinating a team's outward communication
- Build strong working relationships with internal stakeholders and support them in analyzing and interpreting data
- Experience with A/B testing in a marketing setting
Education on an Experience Analyst Resume
Make sure to make education a priority on your experience analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your experience analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Experience Analyst Resume
When listing skills on your experience analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical experience analyst skills:
- Experience managing customer survey responses using Customer Experience software such as MaritzCX, Medallia, and Clarabridge
- Experience with client experience, including client segmentation, client journey mapping to identify pain points, moments of truth, and key measurement metrics
- Experience supporting data insight-driven programs in order to support client experience and client insights
- Relevant custody experience or work experience in asset servicing or investment management companies
- Experience in Digital Experience
- Understanding of and ability to articulate the concept of innovation consulting and The Dock’s Innovation Experience offering
List of Typical Experience For an Experience Analyst Resume
1
Experience For Digital Experience Analyst Resume
- Analye post-training skills assessments which includes proctoring, grading and feedback to the participant
- Contact customers directly via multiple channels and effectively resolve complex customer complaints concerning all areas of the company
- Experience as a Business Analyst or Marketing Analyst
- Create reporting for key UX and digital experience initiatives
- Experienced in writing communications for Senior Level Management
- Background in Customer Experience metric reporting
- Experience in data analysis and/or gathering analytical requirements
2
Experience For Client Experience Analyst Resume
- Coordinate scheduling, project timelines, client training, onsite kickoff session logistics for client onboarding and client events for Strategic Operations
- Work closely with internal teams to understand existing and upcoming client events, visits or training and communicate appropriately
- Play an active role in the planning of insights per project. Carefully assessing the objectives and matching up to the best suited insight methodology
- Provide leadership in developing M&A Plans, learning agenda’s, ROI/ Pro Forma’s, and results for all client projects
- Content and material preparation for training events, consulting deliverables and other major events
- Guide coordination and tracking of existing client RFI/RFP initiatives
- Create and track Salesforce reporting along with other KPI Reporting
- Build positive working relationships and working successfully in cross-functional teams
3
Experience For Senior Experience Analyst Resume
- Provides business units with expense reports, reforecasting, and budget reviews
- Assist in user research activities including surveys, interviews, focus groups and other methods of user data collection
- Measure outcomes and monitoring metrics through various data sources
- Translates abstract concepts and problems into simple, relatable content for stakeholders to consume for decision making
- Collect multi-faceted data; analyze the information and make recommendations to drive decision making
- Develop intimate knowledge of customers to best identify targeting strategies
- Create metrics and analytics reports utilizing finalized dataset
- Assist with performance reporting and analytics for digital deliverables
4
Experience For Senior Analyst, Experience Analytics Resume
- Leverages insights on best practices and emerging trends
- Implements continuous improvements resulting in digital excellence
- Assist with insights on best practices and emerging trends
- Assist with continuous improvements resulting in digital excellence
- Conduct analysis within multiple enterprise-level tools to bring actionable findings back into the UX design process
- Works closely with vendor to ensure CX reporting is updated and delivered in a timely manner
- Assists business partners with adhoc reporting requests
- Assists manager with client journey mapping
- Create the demo request process for new and existing clients and coordinate Avantas resources
5
Experience For Member Experience Analyst Resume
- Coordinate Salesforce Updates and Team Reporting updates
- Work closely with Client Project teams to coordinate core team calls, client events, and training and executive kickoff sessions
- Develop and lead internal sales demo request process for new and existing clients
- Lead the planning of scenarios, questions and facilitation of all employee insight activities
- Lead the execution of insight methodologies; online survey, focus groups, interviews, eye tracking etc
- Ownership of the Voice of Customer raw data, ensuring its accurate
6
Experience For Client Experience Senior Analyst Resume
- Proficiency with visual analytics and storytelling through visualizations
- Familiarity with industry best practices for B2B Ecommerce and Digital Content Marketing
- Self-starter, reliable, team player, detail oriented, ability to multi-task, organized, and work in a fast-paced, constantly changing environment
- Wide range of projects
- Collaborate with other teams within the business to help support their data and insight requirements
- Monitors all expenses of GX from labour, licensed products and services, and business expenses
- Manages relationships with internal and external business units that GX supports
- Creates business cases for key business partners
7
Experience For Systems Analyst With Interfaces Experience Resume
- Monthly / Quarterly reforecasts
- Experience working with data and utilizing quantitative techniques to solve marketing or business problems, such as campaign analysis, channel attribution, program optimization, customer segmentation, market share analysis, customer life time value, and predictive modeling
- Serve as liaison between IT development staff, user experience staff and operational units to gather detailed web analytics requirements, assist in the design and development of technical tracking strategies, and ensure the technical solutions meet the user’s needs
- Prepare detailed analytical dashboards to coordinate system implementations with various departments to ensure satisfactory results are achieved
- Facilitate the establishment of product performance criteria in collaboration with IT and business partners
- Review product performance against expectations and facilitate or influence changes to achieve optimal product performance
- Seek, analyze, and apply user data and analytics to inform stakeholders on recommended solutions
- Work collaboratively with experience designers and businesses analysts to evaluate product roadmaps and develop strategic improvement plans that drive measurable efficiency and experience improvement
8
Experience For Analytics Experience, Senior Analyst Resume
- Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, influence, and partner across the organization
- Perform analysis, and effectively present metrics and insights to key stakeholders
- Partner with program stakeholders to coordinate priorities and schedules related to the above
- In web analytics experience
- Demonstrated ability to participate in multi-functional projects independently and act as the point of contact to drive initiatives
- Research and document issues / bugs and partner with other IT staff to develop solutions, then follow-through to implementation
- Ensure seamless delivery and execution of services on assigned business to support client architectures and solutions
- Organize and analyze data from a variety of sources to identify areas for improvement
9
Experience For Analyst With Tableau Experience Resume
- Translate, convert and transform data files and databases from one format to another
- Create and maintain Tableau dashboards for client stakeholders
- Utilize multiple data sources (web analytics, online/offline media, email), and identify trends in large sets of data, analyze performance of campaigns and marketing efforts
- Perform mentoring activities with other team members
- Influences and negotiates with leaders up and across the organization, including periodic visual and verbal presentations to senior management
- Develop recommendations and optimization opportunities based on analytics
10
Experience For IT Quality Senior Analyst With FIX Experience Resume
- Recommend optimization for segmentation, content, and potential channel integration
- Track online and offline campaign performance to develop solutions and measure success
- Review campaign results and make recommendations for improvement
- Participate in all client, team and stakeholder meetings as needed to set expectations and encourage collaboration
- Works with matrix partners to incorporate the guidelines within Agile life cycle
List of Typical Skills For an Experience Analyst Resume
1
Skills For Digital Experience Analyst Resume
- Experience interpreting Customer Experience, Satisfaction Tracking, NPS or similar survey results
- Experience using and supporting the Medallia Customer Experience Management platform
- Experience working with external Customer Experience Management or Market Research vendors
- Word, Excel, PowerPoint –Excellent Skill level
- Build and maintain relationships across HR, helping the organisation to understand how experience can play a vital role in driving value at BP
2
Skills For Client Experience Analyst Resume
- Relevant data management or business experience, including a thorough understanding of Key’s environment
- Experience conducting analysis from multiple data sources, translating findings into meaningful insights
- Project Management Experience or demonstration of owning and driving a project from start to finish with positive results
- Intermediate knowledge of Word, PowerPoint, and Excel - demonstrate confidence and capability in creating and hosting presentations and statements of work
- Key member in building the Guest Experience department’s annual operating plan and budget
3
Skills For Senior Experience Analyst Resume
- Investigate and resolve user experience issues through evaluation and testing by using analytics platforms and SQL
- Establish strong working relationships within the digital marketing team and with partners/stakeholders
- Experience supporting various stages of analytic product lifecycle
- Hands-on experience with supervised and unsupervised machine learning techniques
- Experience using RESTful web services for data access
4
Skills For Senior Analyst, Experience Analytics Resume
- Work experience in digital/content marketing, ideally with a B2B tech company, media firm, or digital agency
- Hands on experience creating digital peer-to-peer or payment systems
- Previous experience making optimization recommendations based on analytics
- Experience with User Centric Design or Design Thinking
- Experience working in a HR function preferably in a technology project role
- Previous business facing HR experience is desirable
5
Skills For Member Experience Analyst Resume
- Design thinking process experience
- Experience using survey design software and text analytics solutions
- Maintain analytics dashboards, web application tracking strategies and advocate for innovative, consumer-centric and consistent experiences
- Collect reporting data from multiple teams and sources, and interpret results to best demonstrate business value
- Experience working within the Agile \ Scrum methodology
- Working across teams to deliver a cohesive customer experience across products and channels
6
Skills For Client Experience Senior Analyst Resume
- Present and represent the employee experience team and a range of insight play back sessions to senior stake holders
- Lead the creation of a data hub for the experience insights team
- Experience in quantitative consumer analytics or operations research
- Hands-on experience with undergraduate-level statistical techniques
- Experience with SQL query language and SQL
- B2B or B2C Ecommerce Experience in any industry
- Customer focused excited by the opportunity to be part of developing bespoke experiences that represent & show the best of The Dock
- Results driven with a strong commitment to completing tasks within deadlines
- Deep understanding of transactional order workflows, ERP systems and Customer Experience and Voice of the Customer (VOC) best practices
7
Skills For Systems Analyst With Interfaces Experience Resume
- Manage Guest Experience tool related questions and investigations
- Data validity and sample health of SALT through collaboration with IT, GPM, Medallia etc
- Experience in relevant role; e.g. management of qualification and pipeline process; event management
- Demonstrated commitment to cross-functional collaboration in a client-centric, fast paced environment
- Excellent knowledge of Word, Excel, PowerPoint, and project management software
- Recent experience in a regulated environment
- Strong team player and collaborator with a positive attitude
- Ongoing training development and maintenance of resource documents
- Understanding of digital technologies (website and mobile apps)
8
Skills For Analytics Experience, Senior Analyst Resume
- Working knowledge of Google Analytics or other 3rd party analytics solutions
- Supporting sales/relationship management team in prospect presentation/due diligence visits where required
- Staying abreast of market developments and regulatory changes
- Ensuring high quality in tasks/services provided by self and others
- Acting as a single point of contact for client for all custody related activities and queries
- Conducting user-centered design research and usability testing on all brand eCommerce properties. (20%)
- A desire to work in a multitasking, fast-paced environment — we’re talking lightening fast
- Test all ecommerce promotions to ensure they are properly executing across the site and working in conjunction with other promotions running
- Ownership of project work clustering and adherence to the design thinking processes
9
Skills For Analyst With Tableau Experience Resume
- Familiarity with data streaming technologies such as Apache Spark Streaming, Kafka, and NiFi
- Formal training in marketing or digital platforms
- A flexible approach to reporting and sharing client insights, modifiable to suit different types of audiences
- Provide Ad Hoc reporting as required by internal & external partners. Also design and develop regularly scheduled reporting and the CX monthly scorecard
- Upload of scenarios, VaR Calculation, Stress testing, back testing
- Evaluate product performance goals by measuring outcomes and monitoring metrics through various data sources
10
Skills For IT Quality Senior Analyst With FIX Experience Resume
- Work with the Marketing team to develop automated metrics for customer and operational reporting
- Migrate to new data tables, rebuilding/establishing joins and fields required and maintenance of Tableau dashboards for specified clients
- Develop and share ongoing analytics reporting deliverables from various data sources
- Manages all ecommerce promotional set-up, testing and communications
- Attend weekly promotion (newsletter) meeting and set up all ecommerce promotions to align with business and stores
- Point of contact for any issues regarding promotions from the team and call center
- Lead the report compilation taking on board a range of insights from different sources – internal and external
List of Typical Responsibilities For an Experience Analyst Resume
1
Responsibilities For Digital Experience Analyst Resume
- Use written and visual communication skills to effectively explain data and analysis in a compelling manner
- Recommend and lead initiatives focused on improving the member experience, driving internal process efficiencies and reducing operating costs
- Establish effective working relationships with various departments within the company to ensure Customer Service department goals are being met
- Expert in Adobe Analytics and tracking metrics across the full Adobe suite (Experience Manager, Audience Manager, Target, Assets.)
- Highly skilled in PowerPoint or KeyNote and at making executive-level reports
- Experience with visual analytics and heat-mapping tools like ClickTale or CrazyEgg
2
Responsibilities For Client Experience Analyst Resume
- Experience in a marketing /ecommerce function
- Communicates and engages across stakeholder groups within BMO to ensure full understanding of the employee experience
- Financial services experience in a Financial Analysis, Business Intelligence, Analytics, Product Management, or Marketing role
- Additional responsibilities assigned based upon projects and priorities
- Experience with software development and web analytics
- Collaborate day-to-day digital producers and UX team to optimize reporting roadmap against studio and company priorities
3
Responsibilities For Senior Experience Analyst Resume
- Research customer issues, identify root cause, and implement cross-functional corrective and preventative actions to ensure effective and long term resolution
- Identify opportunities for process improvements and work with Client Services leadership to prioritize and assist with their implementation
- Maintains centralized Client Experience queue and routes communications to appropriate business partners
- Assists business partners with enhancements to current processes that impact client experience
- Strong technical knowledge of Excel, PowerPoint, Tableau and SQL
- Customer focused with a strong awareness of the dressbarn brand and target customer
- Curious and driven with a strong attention to detail
- In web analytics, creating digital reporting for large websites or enterprise-sized companies
- Support department analytical reporting, providing weekly/monthly metrics and insights
4
Responsibilities For Senior Analyst, Experience Analytics Resume
- Be an advocate of the customer and user, working with the UX team track and improve related metrics
- Develop strategies for tracking key task, content and overall UX performance across the site in a repeatable, meaningful way
- Partner with SEO, Technical Analytics, and Campaign teams to optimize reporting strategies and share key findings
- Develop and in-depth understanding of company policies, procedures and workflows to understand how to solve member requests and issues
- Aggregate property and stakeholder feedback from several sources to suggest, implement and announce improvements to the reporting tool and capabilities
5
Responsibilities For Member Experience Analyst Resume
- Risk matrices configuration and analyzing data
- Track record using initiative to problem solve and make decisions
- Reviews and assesses the quality of supporting documentation, rollout and adoption materials as part of a comprehensive change mangement plan
- Completes root-cause analysis to determine underlying causes and participates in problem resolution for complex issues at all levels
- Lead\Participate overall discussions around the complete customer digital journey with our matrix partners
- Participates in the analysis and project management of small-scope enhancements or changes as needed
- Review voice-of-customer information daily to identify issues and facilitate resolution. Supports the monitoring of trends and provides recommendations for changes
- Creates and maintain documentation related to digital property operations and ensures best practices are being employed
6
Responsibilities For Client Experience Senior Analyst Resume
- Promotes and exemplifies the vision of the DX team and department overall. Participates in and supports DX team and department activities as needed
- Elicits and refines the detailed requirements for Digital Experience projects to prepare them for execution by the technology team. Collaborates with internal and externa stakeholders on the requirements and design. Maintains a prioritized backlog to ensure initiatives are delivered according to schedule
- Facilitates the execution and implementation of initiatives by working closely with the technology team, identifying and solving issues as they arise, and completing use acceptance testing. Coordinates internal and external communication and internal training as enhancements or changes are released
- Communicates issues, solution and alternatives to internal team and appropriate stakeholders
- Works with the interdisciplinary workgroups to plan and deliver education internally and externally
- Experience as a Digital Experience Analyst, Product Owner or Product Manager or equivalent progressive experience coordinating work for small to medium technology project teams
- Proactively explore and expand working knowledge of leading practices for effective digital marketing and Ecommerce practices and share practices with JM business partners to drive digital engagement with customers
- Understand market drivers and business goals to implement and leverage digital technology functionality to provide improved experience to customers
7
Responsibilities For Systems Analyst With Interfaces Experience Resume
- Collaborate with business partners and management to gather and translate business requirements, utilize prototypes, test and deploy solutions across the digital platform
- Leads agile implementation of digital projects/campaigns
- Establish workflows that leverage automation to boost efficiency and increase output
- Supports agile implementation of digital projects/campaigns
- Work with UX strategists, designers and researchers to identify and track key KPIs for digital experience personas, stories, templates, components, and journeys
8
Responsibilities For Analytics Experience, Senior Analyst Resume
- Highly strategic thinker, with ability to make the complicated data into simple, actionable insights
- Excited for opportunity to work in a highly collaborative, hands-on role with a seasoned team of passionate designers, marketers, and strategists
- Manage the daily workflow and assignment of customer feedback alerts and meet or exceed all Service Level Agreements
- Utilize analytical skillset to see trends across customers, sites, product types and teams, and share those insights with senior leadership to drive customer experience improvements
- Deliver insightful and actionable reports and dashboards to management
- Own creating the quarterly Voice of Customer (VOC) newsletter; identify and contribute to content and ensure Client Service and other cross-functional teams have visibility to and knowledge of client issues
- Ensure data files are sent to the vendor in a timely manner
- Updates data extraction queries as needed
- Tracks process changes and improvements across the organization and performs analysis for key internal trends
9
Responsibilities For Analyst With Tableau Experience Resume
- Assist with initial proposal creation for expansion or outsourced services
- Coordinate Salesforce updates for Client Services
- Project template creation and maintenance
- Coordinate with Account Management and Support, as needed, for additional client specific support needed for larger projects
- Coordinate with Client Services, Support, Education and Implementation teams to assist in projects resulting in gaining efficiencies or improving the client experience
- Provide timely and accurate information to our Customer Service agents regarding the Member inquiry or issue
- Assist with escalated member inquiries by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and fulfilling requests
10
Responsibilities For IT Quality Senior Analyst With FIX Experience Resume
- Build rapport with Members, in a courteous, friendly and professional manner via written and verbal communication methods
- Familiarity with day to day Order Management System related tasks
- Works well in a matrix organization and cross functional teams
- Able to progress work with minimal direction
- High aptitude and passion to learn new science, software applications, and tools
- In customer analytics
- SQL and MS Excel expertise: joins, queries writing/optimization, logical design/functions, lookups, pivot tables, external source data, dynamic charts and tables, editing and writing macros
- Very strong toolset skills required: especially web analytics knowledge (ie. Adobe Analytics or Google Analytics, tagging, AB testing), advanced Excel, experience in business analytics (SQL, R) and visualization (Tableau). Knowledge of other relevant programming languages (ie. Python, Javascript) is an advantage
- Proven ability to shift through data, identify critical information, analyze, develop hypotheses and make recommendations
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