Analyst - Customer Experience

Company Profile

Lennox International

• Create and assist with maintaining all Customer Experience department Power BI and Qlik.
• Support/Maintain/Augment customer support data for consolidated reporting.
• Assist with converting and expanding dashboards.
• Monitor quality metrics, analyze trends, and report on quality performance to senior management.
• Analyze quality-related reporting on AI and agent performance.
• Assist leadership with coverage and special projects as needs are identified.
• Support the development of an omni-channel dashboard to consolidate insights from customer interactions across websites, reviews, email, phone calls, social media, and other platforms.
• Analyze data across the multiple customer interaction channels to identify trends, gaps, and opportunities that impact Customer Experience teams.

Work with the SEO team to optimize self-service resources based on data analysis, aiming to improve key performance indicators including self-service, answer speed, answer percentage, and Net Promotor Score

Qualifications

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 1 year related experience.

• Any Graduate / bachelor's degree
• Proficiency in Power BI, Qlik, SQL, Google Analytics, and SEO tools. Working knowledge of MS Excel and PowerPoint.
• Experience with AI-driven analytics and automation tools is a plus.

• 3+ years of experience in SEO and/or BI roles, preferably in a customer service environment.
• Fluent English with excellent verbal and written communication skills. Excellent problem-solving, analytical, and organizational skills.
• Desire to learn [Professional and Personal development]
• Flexibility to work in

  the night shift

  (6PM to 3AM) and adapt to changing business needs