Remote Contact Center CX (Customer Experience) Analyst
The 700 Club Prayer Center
The Christian Broadcasting Network (CBN) is looking for a Customer Experience Specialist to support efforts that enhance customer satisfaction and employee engagement by developing processes to collect and analyze multi-channel Voice of the Customer (VoC) data, by gathering insights, and by providing data-driven recommendations to improve the customer experience across the Prayer Center and the organization. This role will ensure alignment between customer and employee satisfaction by identifying insights that drive both meaningful customer experiences and workforce engagement.
The successful candidate will have the following qualifications:
- Experience creating, implementing, and analyzing customer or employee surveys
- Proficiency in data analysis, with the ability to interpret both qualitative and quantitative insights from multiple channels (e.g., surveys, interactions, feedback)
- Knowledge of customer experience (CX) principles, such as Voice of the Customer (VoC) strategies, net promotor score, sentiment analysis
- Knowledge of customer journey mapping and personal development desirable
- Experience creating reports, dashboards, and presentations that translate insights into actionable recommendations for leadership and staff
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other content creation tools like Power BI
- Exceptional written and verbal communication skills, with the ability to convey complex insights in a clear, concise, and compelling manner to various business levels
- Proven experience developing and executing communication strategies that align with organizational goals and enhance both employee and customer experience
- Strong technical aptitude with the ability to quickly learn and adapt to new systems, software, and architecture, including VoC and customer feedback platforms
- Excellent organizational skills with the ability to prioritize, manage multiple tasks simultaneously, and meet deadlines in a fast-paced environment; continually learning and finding ways to innovate and improve
- Strong problem solving and group collaboration skills, including the ability to positively and professionally receive and provide feedback to others
- Strong interpersonal skills with ability to establish professional rapport with all levels of management, staff and outside public
- Biblical knowledge and strong, active faith with a heart for CBN’s Mission and values, demonstrating passion for carrying Christ-like character through job performance
- Ability to work from home with access to a high-speed internet router
CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through digital content, traditional media, and humanitarian aid. CBN offers a professional and rewarding work environment, competitive salary, and benefits package to include healthcare for full time positions. If you meet the listed qualifications and are in agreement with CBN’s mission and purpose, please click apply or visit our CBN Job Board at www.cbn.com for application and benefit information.
We are unable to give full consideration to resumes without applications.