Customer Experience Operations Analyst

Description
Customer Experience Operations Data Analyst - Boston/Marlborough MA
The Position
Nasuni is seeking a motivated and dynamic individual to join our Customer Experience & Analysis team. Nasuni boasts one of the highest customer retention and satisfaction scores in the industry. The CX&A team is focused on driving and maintaining these high scores, through innovative customer satisfaction programs, customer first initiatives, data-driven decision-making, strategic problem solving, and efficient operational management.
This position requires an individual who has strong analytical and critical thinking abilities, strong program management skills, and the ability to work at a high bandwidth in a fast-paced organization. You will be working with a highly cross-functional and collaborative team, utilizing interpersonal skills and an ability to work across the organization. It is an individual contributor role with high visibility.
Key Responsibilities:

• Owns and drives data-informed cross-functional workstreams that improve the Customer Experience and deliver measurable outcomes
• Tracks and measures the progress of various workstreams, holding cross-functional program teams accountable
• Provides clear and consistent communication and progress updates to key stakeholders
• Demonstrates comprehensive knowledge of the organization's business practices and issues, and actively contributes to problem resolution
• Analyze data and extract insights to identify trends, areas of concern, opportunities for improvement, and drive strategic decision-making
• Work with diverse datasets in Excel, exploring the data to uncover patterns, anomalies, and key insights
• Ability to run reports, automate repetitive tasks, and conduct analysis necessary to monitor the progress of various CX programs and workstreams
• Develop and maintain detailed and presentable reports/presentations for executive audiences
• Engages comfortably with senior management, presenting risks and recommendations for customer experience program choices

Requirements:

• Bachelor's degree required, preferably in a technical discipline
• 7+ years in a relevant Analyst position or industry experience working in enterprise software, virtualization, storage / infrastructure
• Effective strategic planning, analytical, and Excel modeling abilities
• Deep understanding of the Program Management, KPIs focused on Customer experience, data analytics, key customer experience operational methodologies, and systems / infrastructure
• Proven experience building data models, extracting strategic insights from raw data, and making recommendations to drive quality and improve customer experience
• Confidence to champion ideas and solutions and raise issues across the organization
• Excellent work ethic and integrity - enthusiastic, self-starter, and proactive
• Ability to work collaboratively within the group as well as cross-functionally
• Hands-on experience with Salesforce.com, Atlassian, and Tableau
• Ability to think both strategically and tactically with strong attention to detail
• Customer-first sensibility and passion for ensuring their success

Why Nasuni?
Nasuni is the leading hybrid cloud storage solution that powers business growth with effortless scalability, built-in security, and fast edge performance using a unique cloud-native architecture. The Nasuni File Data Platform delivers operational excellence by consolidating NAS and backup, eliminating data silos, and making management easy and flexible without changes to apps or workflows. Its built-in security offers proactive defense and rapid recovery, lowering an organization's risk from the detrimental effects of ransomware attacks and other disasters. Synchronized access to file data everywhere ensures user productivity by supporting remote and hybrid work.
Why work at Nasuni?
As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the US. Benefits packages generally include:

• Best in class employee onboarding and training
• "Take What You Need" paid time off policy
• Incentive stock options
• Comprehensive health, dental, and vision plans
• Company-paid life and disability insurance
• 401(k) and Roth IRA retirement plan
• Generous employee referral bonuses
• Flexible hybrid work policy
• 10 paid holidays
• Wide array of wellbeing offerings
• Pre-tax savings accounts with company contributions
• An Employee Assistance Program to help deal with life's difficulties and stressors
• Great team culture and social activities
• Collaborative workspaces
• Free on-site fitness centers and stocked kitchens
• Professional development resources

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.