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CX Voice of the Customer Analyst II

at Lumen in Little Rock, Arkansas, United States

Job Description

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The CX Voice of the Customer Program Analyst will be responsible for helping to transform the Lumen customer experience by supporting the global Voice of the Customer (VoC) program. The position is a collaborative role that will support all business units across the global program. The ideal candidate would be familiar with Qualtrics administration, customer experience measurement/reporting, and have experience integrating, interpreting, and visualizing very large data sets.

The CX Voice of the Customer Program Analyst will work closely with the Global VoC Manager to ensure success. Candidate must be a self-starter, well organized, and advanced in Microsoft Excel. Exceptional written communication skills is critical. This role requires an organized, detail-oriented individual who can successfully manage multiple tasks in a fast-paced, rapidly changing environment. Candidate should be a curious self-starter with a high technical aptitude and interested in technology/SaaS.

The Main Responsibilities

This position will act as the VoC system administrator and analyst to support the following responsibilities:

+ Support the general administration, including user/role management and permissions schema, of our Qualtrics Enterprise CX platform

+ Support user access and technical use inquiries related to our Qualtrics Enterprise CX platform, supporting a base of approximately 6,000 employee users

+ Monitor and ensure that designated users maintain the appropriate level of access to the Qualtrics platform

+ Build, maintain, and monitor survey sample distribution reporting/dashboards; proactively identify, root cause, and address sampling and survey distribution issues

+ Contribute to the build (new) and maintenance (change requests) of Global VOC program Qualtrics dashboards, including data mapping, design, build, quality assurance, and walking users through how to effectively use the dashboards and data available to them in Qualtrics

+ Contribute to the review of Global VOC program sample files for quality, accuracy, and the application of the appropriate business rules/logic prior to new or recurring survey program releases

+ Stay in synch with our Qualtrics TAM (technical account manager) and CSM (customer success professional) for awareness, understanding and activation on any new Qualtrics features and functionality being released and/or available for us to leverage

+ Administrate and monitor Qualtrics data retention policies

What We Look For in a Candidate

+ Bachelor’s degree and/or CX Certification strongly preferred.

+ One to 2 years of experience using VoC SaaS, like Qualtrics, is highly desired.

+ Candidate should be willing to get Qualtrics XM certified.

+ Excellent trouble shooting and problem solving skills required; quantitative analysis capabilities needed.

+ Data visualization and experience building reporting dashboards is a plus.

What to Expect Next

Requisition #: 265642

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :

46350

Salary Max :

103080

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

46350

Salary Max :

103080

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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Job Posting: JC194458570

Posted On: Oct 09, 2021

Updated On: Nov 11, 2021