Survey Development Analyst - $54 CTC - HYBRID (CURRENT WI Residents)

Job Description:

***Crop to Crop resumes are accepted
Location Requirement: Onsite or Remote: Candidates must be CURRENT WI residents. No relocation allowed. This is a hybrid position with onsite attendance required up to 4 times each month.

Under the direction of the Communications Director, the Survey Analyst at the Wisconsin Department of Employee Trust Funds is a member of the communications team and develops and analyzes internal and external customer surveys, interprets findings, and prepares reports. The Survey Analyst collaborates with the Customer Experience, Data Management, and other business units to identify customer pain points and improvements for interactions across all touchpoints.

Knowledge, Skills & Abilities

Professional with at least three years of relevant experience and/or education in the following: Survey Development & Analysis

Required Skills

• Writing, developing, and administering customer surveys
• Using Survey software (i.e., SurveyMonkey)
• Report writing and summarizing data using tables and graphs
• Applying survey design methodology and best practices
• Using Microsoft Excel to perform data analysis and Microsoft Office tools for presenting results
• Drawing insights into customer behavior, trends, and business operations
• Testing surveys for accessibility and user-friendliness
• Presenting findings to both technical and non-technical audiences

Preferred Skills

• Managing an intake process for survey requests, development, inventory, and regular reporting

Preferred Knowledge

• Data analysis and reporting tools such as MS Access, SPSS, SQL Server, SSIS, SSRS, and Tableau
  Customer Experience (CX) Management

Required Skills

• Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score for
  customer interactions
• Using metrics to create customer stories, personas, and journey maps
• Applying CX management best practices

Preferred Skills

• Creating interactive dashboards and metrics reports for CX with website and videos
• Leading interdisciplinary teams to bring CX data and strategies into decision making
• Assisting in creation of a CX roadmap impacted by technology, processes, systems, and people
• Collaborating with subject matter experts, business analysts, and data analysts to identify root causes of customer pain points and resolutions

Preferred Knowledge

• Understanding of Google Analytics for analyzing and reporting web CX
• Using a data warehouse for tracking customer interactions across all touchpoints such as systems, email, website, call center, education, and appointments

Required Skills:3 years experience for each skill listed.
Survey Development

• Required experience writing, developing, and administering customer surveys
• Required experience with survey software (i.e., SurveyMonkey)
• Required experience with report writing and summarizing data using tables, graphs, and fact sheets
• Required experience applying survey design methodology and best practices Customer Experience (CX) Management
• Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score for customer interactions
• Using metrics to create customer stories, personas, and journey maps
• Applying CX management best practices

Desired Skills: Survey Development

• Preferred experience with data analysis and reporting tools such as MS Access, Excel, SQL Server, SSIS, SSRS, and Tableau
• Preferred experience using data to draw insights into customer behavior, trends, and business operations
  Customer Experience
• Preferred experience participating on interdisciplinary teams to bring customer experience data and strategies into decision making