BD (Becton, Dickinson and Company) Senior Analyst, Business Metrics/Analytics in San Diego, California
Job Description SummaryOur team is looking for a Customer Research Analyst who will work as a survey research expert, analyzing large sets of data, building metrics and business cases to increase the overall impact of our CX program. The ideal candidate will be an analytically-driven team player, with excellent attention to detail who wants to explore customer experience improvement opportunities.
The core responsibilities include:
VOC survey research, including, survey design, execution, data analysis, and report creation.
Extract, analyze and use data to build analysis, metrics and business cases to support decision-making.
Understands and defines data requirements for various data sources in support of CX team initiatives.
Works with our CX platform vendor to maintain the CX enterprise application as well as design and implement new CX management solutions, including reporting dashboards.
Uses visuals/infographics to tell the data story.
Identify data quality and process improvement opportunities.
Propose enhancements to our processes and methodology to improve data quality.
Identify key customer trends, issues and opportunities and assist in formulating strategies to improve customer experience.
Provide ad hoc information and insights support to key stakeholders.
Required Work Experience
3 years of experience in business intelligence and/or statistical analysis with quantitative measurement skills
2 years of survey design and support
Preferred Work Experience
3 or more years of experience in marketing communications, customer service management and/or customer experience management
2 or more years of health care industry experience
Bachelor’s degree in Marketing, Business, Communications, Statistics, or related field of study, required.
Master’s Degree in Marketing, Business, Communications, Statistics, or related field of study, Preferred.
Demonstrated concern for customer centricity
Ability to cultivate and maintain productive working relationships with internal business partners
Ability to analyze and interpret data
Ability to tell the data story with visuals/infographics
Advanced Microsoft Office skills – Excel, MS Access and PowerPoint
Experience developing and executing SQL queries
Experience with business intelligence reporting tools
Ability to use a statistical analysis tools like ‘R’
Ability to manage multiple, simultaneous responsibilities
Experience with the Qualtrics survey tool and/or Vocalize dashboard platform (preferred, not required)
Minimal travel domestically as needed
Must have proof of legal authorization to work in US.
Primary Work LocationUSA CA - San Diego Bldg A&B
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status