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Senior Analyst, Customer Experience (Job ID 2110015)

Langhorne, Pennsylvania

Categories General Management, Corporate
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Company Overview:
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

The Customer Experience team is responsible for leading the strategy and implementation of an end-to-end seamless customer experience, including frictionless onboarding, product support, out of box experience, upsell, and subscription attachment. We work collaboratively with cross functional teams from Marketing, Product, Engineering, Sales, Finance and Customer Care to ensure a world class experience for all ADT DIY customers.

The Senior Customer Experience Business Analyst will support the Customer Experience team and other key members of the DIY team. He/she will be charged with generating data-driven insights to improve the customer experience by reducing friction and improving positive outcomes. This role involves extracting and analyzing data across various systems (digital platforms, CRM databases, etc.), evaluating and measuring key elements of the customer journey, and identifying trends and opportunities for improvement across the entire customer journey. The ideal candidate will have a deep working knowledge of digital analytics, and be able to employ various analytical and statistical tools for evaluating trends and measuring performance against qualitative and quantitative objectives. Key Responsibilities include:
  • Develop and own all CX measurement and evaluation processes for Blue by ADT
  • Extract, join and clean data from various platforms
  • Develop and maintain recurring weekly, monthly, quarterly and annual reporting, focused on customer satisfaction (NPS), cost containment, profitability and customer lifetime value.
  • Conduct ad-hoc analysis based on business priorities to help key decisions
  • Analyze Blue by ADT marketing and customer data to identify trends, patterns and insights
  • Design and conduct A/B testing for various customer journeys
  • Synthesize primary and secondary research to target improvement opportunities
  • Model scenarios to inform business decisions
  • Work with business stakeholders to identify opportunities to improve the customer journey
  • Partner cross functionally to identify and source critical data
  • Interpret data and translate insights into coherent business strategy
  • Develop presentations to illustrate key data insights
  • Learn new analytical tools that speed up the process to get the right answer faster

Qualifications:

  • Undergraduate degree required
  • Degree with emphasis in data analytics, marketing, or related discipline
  • 5+ years of related experience in an analytical role
  • Demonstrated success in using analytics to drive improvements to customer experience; consumer digital products preferred
  • Strong verbal and written communication skills to effectively break down complex data & analysis for non-technical audience; Ability to use data to tell a compelling story
  • Proficient knowledge of Microsoft office – advanced knowledge of Excel and PowerPoint
  • Experience with Tableau, Power BI, or other data visualization tools
  • Proficiency with SQL
  • Comfort with querying, joining and manipulating large data sets
  • Experience designing and running tests
  • Consult and educate others on how to utilize analytics in business processes
  • Bias for action, a sense of urgency and willingness to dive into the data
  • Able to work independently, and be self-directed in ambiguous situations
  • Coachable, strong desire to learn, and enthusiasm for continuous improvement
  • Own your own professional development through constant learning and collecting feedback


Year one Critical Success Factors include but are not limited to:

  • Get fully familiar with the data environment
  • Learn the intricacies of our business, processes and operations
  • Develop business-critical relationships with partners in product, engineering, marketing, finance and customer support
  • Establish yourself as a trusted analyst by designing and delivering critical business insights, reports and analysis.

ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

Location:

Langhorne, Pennsylvania

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