11 days old

Customer Experience Marketing Analyst

Sunrise Senior Living
McLean, VA 22101
**Job ID**


2019-100038


**JOB OVERVIEW**


**_"Sunrise is the best place that I've ever worked, simply because of the people. We provide quality care in an environment that feels like home. Our focus is doing whats right for the resident. For me, thats a big breath of fresh air."_**

**_- Sunrise Leader_**


Sunrise Senior Living is seeking a highly organized, process-oriented and effective **Customer Experience Marketing Analyst** responsible for the maintenance of our Real-Time customer experience platform and survey program. The CX Marketing Analyst will measure and conduct in depth analysis of customer behaviors and feedback across key touchpoints within our customer journey to drive operational enhancements to meet and exceed customer expectations.


**RESPONSIBILITIES & QUALIFICATIONS**


**Job Duties & Responsibilities:**


+ Manage the existing customer experience survey program with third party vendor; specifically budget invoice management, survey development, data transfer, reporting/dashboard capabilities and delivery of daily and monthly NPS reports by community and survey type

+ Perform root cause analysis, including sample audits, text-data mining, and correlation analysis, to determine drivers of both dissatisfaction and satisfaction, and to identifygaps in understanding of customer experience throughout the lifecycle

+ Communicate research analysis to the organization, including regional and sales stakeholders, through presentations, newsletters, dashboards, and executive summaries

+ Based on evolving strategic business needs, identify opportunities to enhance the CX survey program to capture additional VOC (voice of customer) opportunities

+ Provide reporting and analytics to support business processes, including accessing data structures and using analytical tools, andwork closely with internal stakeholders to prioritize and scope enhancements to existing reporting platforms (Power BI)

+ Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates

+ Create process efficiencies through automation (report delivery, dashboard creation and data management) based on business needs

+ Track, provide updates, and help drive improvement initiatives

+ Participate as a Customer Experience subject matter expert on projects


**Required Experience & Technical Skills:**


+ Education: Bachelors degree

+ Strong skills in data management, analysis, and problem-solving

+ Experience conducting and analyzing customer satisfaction data and knowledge of survey methodology

+ Strong organizational and project management skills

+ A minimum of 2 years experience creating queries utilizing either SQL or BI platforms.

+ High level of written and verbal communication skills


**Preferred:**


+ Knowledge of the healthcare industry

+ Experience working with Marketing Analytics & Automation

+ Experience translating client/customer needs to customer experience journey


**Sunrise maintains a drug-free work environment and all offers of employment with Sunrise are conditioned on submitting to and successfully completing and passing a drug and alcohol test.**


**ABOUT SUNRISE**


Sunrise Senior Living has championed quality of life in senior care for more than 30 years. We believe team members are our greatest resource and are looking for people who share our commitment to provide quality care for seniors and their families. It's no surprise that many of the world's leading experts in Senior Living entrust their career to Sunrise.


At Sunrise, you will


**Make a Difference Every Day**

We are passionate about our mission to champion quality of life for all seniors. We deliver high-quality care with a personal touch and encourage our residents to enjoy life to the fullest.


**Be Part of a Uniquely Supportive Community**

The care-focused environment we create for residents extends to our team members. We offer programs, rewards, and benefits to help you live your best.


**Ignite Your Potential**

We believe potential has no limits. We offer best-in-class leadership development programs designed to grow our leaders. We are committed to helping our team members achieve their career goals.


Apply today to learn why Sunrise Senior Living is a certified Great Place to Work __


**Location : Name** _Community Support Office_


**Type** _Full-Time_


**Location : Address** _7902 Westpark Dr_


**Location : City** _McLean_


**Location : State/Province (Full Name)** _Virginia_


Sunrise Senior Living is an Equal Opportunity Employer.

Categories

Posted: 2019-08-06 Expires: 2019-09-07

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Customer Experience Marketing Analyst

Sunrise Senior Living
McLean, VA 22101

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