Sr analyst-customer experience

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

About the Role:

The Sr. Analyst - Customer Experience supports the day-to-day execution and ongoing development of Uniti’s customer experience (CX) program within Sales Operations. This role manages customer survey activities, administers customer feedback processes, analyzes customer experience data, and participates in improvement initiatives under the direction of the Director of Sales Operations. The Specialist also provides direct customer support, responding to inquiries, coordinating resolution of concerns, and communicating updates. This role works with customers and cross-functional teams to understand customer needs, turn customer feedback into actionable insights, and improve the overall customer experience.

What You'll Do:

• Manage day-to-day Voice of the Customer (VoC) program activities and administer the customer experience management platform. Responsibilities include survey design, configuration, testing, distribution, and maintenance, as well as management of workflows, dashboards, and reporting.
• Provide direct customer care and service support by responding to customer inquiries, identifying needs, resolving issues within established procedures and authority, and coordinating with appropriate internal teams when additional assistance is required.
• Share recurring customer concerns and themes with leadership and appropriate stakeholders to inform customer experience reporting and improvement recommendations.
• Administer and help improve the customer closed-loop feedback process, coordinating follow-up with business owners, tracking actions and resolution, escalating outstanding items, and recommending improvements to adoption and effectiveness.
• Analyze customer feedback and experience measures to identify trends, recurring issues, and opportunities for improvement; communicate actionable insights and recommendations to stakeholders.
• Participate in customer experience improvement initiatives by supporting planning and coordination and tracking milestones, deliverables, and outcomes, as appropriate. Evaluate changes in customer experience scores and related business measures to help assess initiative effectiveness.
• Monitor survey delivery, including bounced emails and other participation barriers; investigate issues and coordinate corrective actions with appropriate teams to improve survey reach and participation.
• Partner with Business Intelligence, Sales Analytics, and operational stakeholders to integrate customer feedback with relevant sales, account, and operational data. Use the combined information to develop reporting that supports prioritization and decision-making.
• Explore opportunities to use artificial intelligence (AI) and emerging technologies to improve feedback analysis, reporting, and program efficiency; recommend opportunities and support approved pilots consistent with company data-handling and governance requirements.
• Develop presentations, dashboards, training materials, and stakeholder communications that explain customer insights, program performance, and improvement priorities.
• Support customer journey mapping and other CX projects to identify experience gaps across relevant customer touchpoints.
• Perform other related duties and special projects as assigned.

Do You Have:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Bachelor’s degree in business, marketing, communications, data analytics, or a related field. Customer experience or project management experience may be considered in lieu of a degree.
• Excellent verbal and written communication skills.
• Experience in customer care, customer service, customer experience, sales support, or a related customer-facing role.
• Ability to communicate professionally with customers, clarify their needs, and coordinate issue resolution.
• Strong organizational, project coordination and time management skills; ability to build effective cross-functional relationships.
• Proficiency in Microsoft Outlook, PowerPoint, Word and Excel.
• Ability to analyze data, develop reports, and translate findings into actionable recommendations.
• Experience managing customer surveys, Voice of the Customer (VoC) programs, or customer feedback processes preferred.

Working Conditions:

• Ability to manage multiple priorities in a stressful environment while maintaining a positive and pleasant manner with others.
• Ability to manage a large volume of work and perform multiple tasks in a fast-paced office environment.
• Ability to travel up to 10%.
• Ability to work flexible hours including evenings, holidays, and weekends.

Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.

Notice to Non-U.S. Citizens: Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.