Customer Intelligence Analyst - 27452_42791455195_2-5752

at CSG in Chicago, Illinois, United States

Job Description

• You will report to the Customer Relationship Manager Lead and will be providing key data reports on a defined schedule to applicable Forte teams related to customer intelligence.
• Design and develop customer surveys, forms, PowerPoint presentations, communication for upsell/cross-sell opportunities, and applicable distribution lists.
• Leverage key data gathered through customer surveys, Business Reviews, product usage, and ticketing systems to create recommendations and action plans that can improve the customer experience.
• Conduct research and deep dive analysis to understand customer trends, anomalies, and insights that will help drive operational improvements and increase customer retention.
• Create benchmarks and manage KPIs to show progress related to customer data and implement action plans.
• Communicate and share research findings through presentations, dashboards, and executive summaries.
• Respond to unique business opportunities by analyzing existing feedback or developing new feedback sources.
• Engage stakeholders to ensure customer feedback factors into processes and system design.
• Assist in Managing projects for the Relationship Management Team and keep the Team and department leaders informed of any obstacles, milestones, and subsequent plans impacting agreed-upon outcomes.
• Participate in Forte Product roadmap sessions to assist with defining and advocating the needs for future product offerings based on customer feedback.
• Gaining a deep understanding of Forte products and customer use cases is necessary to create recommendations for improvements.
• Provide guidance on design and approach based on customer feedback.
• Creates and executes project work plans and revises, as appropriate, to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities.

• Bachelor's degree, or equivalent experience
• Proficiency in English in a business environment.
• 2-3 years of Project Management, product, solutions, and/or technical customer support experience in a comparable environment.
• Strong issue management skills: analytical, technical, and problem-solving skills to identify and facilitate problem resolution in a timely manner.
• Ability to establish and maintain relationships with internal/external clients at all levels of the organization.
• Advanced experience with Microsoft Excel and Power BI (pivot tables, advanced modeling, creating charts/graphs) and PowerPoint.
• The ability to analyze large amounts of data and draw meaningful insights and deliver first-level conclusions and recommendations for our customers.
• Self-starter who can translate research into action for cross-functional teams and handle multiple projects simultaneously.
• Strong capacity for creativity; ability to brainstorm to come up with creative solutions to business and research problems.
• Ability to travel up to 10%
• Highly organized and detail-oriented with the flexibility and adaptability to respond to changes.
• Ability to prioritize deliverables and meet deadlines.
• PCI - Understands and adheres to all applicable regulations, laws (including the Bank Secrecy Act), card association rule, CSG Security and Compliance standards as referenced in internal policies and procedures including the Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified. Understanding accessibility and security compliance.

• Work from Home, in-office, or hybrid.
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!