Rocket Mortgage, backed by Rocket Companies, means more opportunities for you to carve your own career path forward. From our desire to revolutionize the way people get mortgages to addressing challenges big or small with outside-the-box solutions, we’re not your typical employer. We’ll provide you with everything you need to make sure you’re successful here.
Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.
Minimum Qualifications
5 years of experience or equivalent competency in customer experience research, digital analytics, data analysis or a similar field
Bachelor’s degree or equivalent competency in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field
Demonstrated expertise leading quantitative research activities, such as survey design and governance, sentiment analysis, clickstream analysis and statistical analysis
Demonstrated experience collaborating with teams to curate, plan, execute, synthesize and share insights for multiple initiatives
Demonstrated experience presenting and storytelling
Preferred Qualifications
Master’s degree or advanced degree in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field
Demonstrated experience querying, joining and manipulating raw data for analysis
Demonstrated experience with web analytics and survey tools, such as Qualtrics, Adobe Analytics or Fullstory
Demonstrated experience with data visualization tools, such as PowerBI or Tableau
Knowledge of the fintech industry
Job Summary
As the Senior Customer Experience (CX) Analyst, you'll leverage product, business operations and customer sentiment data to plan and execute creative studies that inform strategic decisions across multiple business areas. You'll provide actionable insights and recommendations through newsletter updates, informative dashboards and presentations to a diverse group of stakeholders, including senior leadership. As champions of the discipline, you'll foster a culture of research and continuous learning across the organization and mentor peers.
Responsibilities
Manage and optimize the Voice of the Customer program, bringing awareness to our strengths and opportunities throughout the omnichannel customer journey
Define, monitor and analyze digital experience metrics, with an emphasis on customer sentiment, engagement, adoption, retention and task success
Analyze structured and unstructured data from multiple sources, such as Voice of the Customer surveys, call transcriptions, chat logs and product analytics
Design accessible reports and dashboards to provide customer insights and inform decision-making
Actively identify, estimate and prioritize research opportunities across multiple business areas
Gather and synthesize research findings into actionable insights, packaged and delivered in accordance with audience needs and priorities
Apply a deep understanding of project assumptions and/or potential bias when planning and conducting research studies, and limit those biases whenever possible
Build relationships across business areas and disciplines as an evangelist of the research team
Mentor and share best practices with junior CX Analysts through dedicated feedback, collaboration and delegation
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back.
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group. We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members.
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