Job description
In 2022, Meritor, Inc. was acquired by Cummins Inc., combining the capabilities, talent and resources of our two companies. Now a business unit within Cummins’ Components segment called Cummins-Meritor, we provide a range of industry-leading components, including axles, brakes, suspensions, drivelines and aftermarket parts, for the commercial vehicle and industrial markets.
It’s an exciting time to be part of Cummins-Meritor, and we’re looking for team members to help us bring big ideas to life. Apply today to create new possibilities.
- Hybrid Position: The role will allow employees to work offsite but will also require onsite work-based business needs.
Within the Aftermarket Customer Experience Team, the Senior Customer Experience Analyst works in a cross-functional capacity for the execution, analysis, and presentation of Customer Experience data and metrics across multiple systems and audience levels. They will focus on developing relevant KPIs, creating reporting to support KPIs, and recommending real-time, data-driven actions to meet strategic goals. They will also be solution-oriented to create, drive and support standard processes and improvement initiatives in order to improve the customer’s experience and team’s performance.
Job Responsibilities:
- Define, collect, analyze, and present customer experience data and metrics through highly usable reports, charts, dashboards, performance scorecards and display trons from multiple data points.
- Interpret data and analyze results using statistical techniques to elevate key findings and actions to improve business processes and performance.
- Be lead liaison and Subject Matter Expert for contact center technology (Avaya, Amazon Connect, Salesforce Service Cloud, Service Cloud Voice, Qualtrics, Post Contact Surveys, etc.) between the Customer Experience Team and the IS Team, and provide recommendations and feedback on enhancements to improve the user experience, the customer experience, data integrity and value, etc.
- Lead and support execution and system testing of enhancements and new projects across the Customer Experience Team to support strategic and quality initiatives, efficiencies, and ongoing process improvement.
- Communicate effectively with peers, front-line Customer Experience Representatives, Customer Experience Team leadership and executive leadership, for delivery of reports and projects.
- Provide timely coaching and performance improvement feedback, as well as identify, develop and deliver training opportunities to Customer Experience Representatives and other key support functions.
- Identifies customer experience trends, successes and risks, and proposes corrective actions.
- Perform regular review of all Customer Experience processes, documentation, knowledge content, and creates and implements improvements.
Job Requirements:
QUALIFICATIONS
- Bachelor's Degree with 3 - 5 years’ relevant experience.
- 2 years' experience in contact center analytics or leadership.
- Strong analytical/modeling skills with ability to convert raw, unstructured data into relevant business insights.
- Ability to multi-task and to deliver reports, projects and results within tight timelines and fast turnarounds.
- Excellent attention to detail with high level of accuracy. Ability to proof and audit reports for accuracy.
- Strong organization, prioritization, time-management, and project management skills.
- Excellent communication, facilitation, and interpersonal skills required.
- Advanced in Microsoft products, including Access, Excel, PPT, Word, Teams and Outlook.
- Experienced with CRM and contact center technologies, especially Salesforce Service Cloud, Avaya, Amazon Connect, Service Cloud Voice, etc. preferred.
- Experienced with AS400 and Oracle preferred.
- An innovative, positive, and self-directed attitude; interested in figuring out solutions to problems or methodology for improved deliverables.
This position is eligible for Cummins-Meritor’s Incentive Compensation Plan, which offers payouts based on company performance.
Benefits
Cummins-Meritor provides a comprehensive total rewards benefit program. Options include medical, dental, vision, Health savings account, flexible spending accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, employee assistance program, vehicle discounts and more.
Diversity Statement
At Cummins-Meritor, all are welcome. Our focus is on creating a people-focused culture that enables each one of us to perform at our best. Celebrating the uniqueness of our individual team members helps us build diverse teams where we all can thrive. At Cummins-Meritor, we run together. You belong here.
Equal Employment Opportunity Statement
Cummins-Meritor is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
#LI-MF1 #LI-Remote, #LI-Hybrid, #LI-Onsite
Meritor is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Job Snapshot
Employee Type
Full-TimeStreet Address
7975 Dixie HighwayLocation
Florence, KY (Onsite)Job Type
OtherExperience
Not SpecifiedDate Posted
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