Customer Experience Business Analyst (Business Analyst)

AUXILIARY SERVICES (IA-CSFA-IUINA)

We welcome applications from all individuals, regardless of age, gender, gender identity, sex, race, religion, color, disability, protected veteran status, sexual orientation, national origin, or any other legally protected category.

For information about the department, please visit our website; here . 

The Customer Experience Analyst is responsible for customer feedback data analysis that supports the implementation and optimization of auxiliary services programs and initiatives to ensure a best-in-class customer experience. 

Department-Specific Responsibilities

• Researches best practices to develop metrics and methods to collect and analyze customer data and feedback utilizing data management tools to establish a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments. 
• Creates dashboards, reports, and visualizations to analyze metrics and develop insights from various sources that support end-to-end customer experience goals, programs, and practices across the auxiliary units.
• Performs data collection, data analysis, data management, literature research, and technical writing in support of auxiliary projects that optimize statistical efficiency and quality to support the ideation, development, improvement, execution, and optimization of the customer experience; performs quantitative and qualitative data collection and analysis.
• Conducts research on best practices in all areas of auxiliary units.
• Interprets data, analyzing results using statistical techniques.
• Creates dashboards, reports, and visualizations to analyze metrics and develop insights from various sources that support end-to-end customer experience goals, programs, and practices across auxiliary units.
• Carries out deep dives on customer feedback to identify areas of focus to improve the customer experience.
• Utilizes Tableau data visualization software, Microsoft office software (Word, Excel), and other university data analysis resources. 
• Documents processes and solutions to ensure work continuity and consistency.
• Manages auxiliary services website content for the best customer digital experience.
• Performs other job-related duties as required.

General Responsibilities

• Conducts experienced assessments to understand client business needs and strategic direction and identifies technology solutions to achieve goals; consults with IT staff and business users to identify, analyze, refine and document business requirements and processes and develop associated solutions.
• Facilitates and leads interviews, focus groups, and workshops to establish current and future business requirements; coordinates the communication between stakeholders and service owners in order to effectively implement solutions.
• Performs experienced business analyses, including construction of data models, business use cases, process flows and technical specifications for transition to IT solutions; establishes system requirements through functional and technical assessments of existing software.
• Provides stakeholders with necessary analysis documentation for buy-in, leadership decision, and implementation; conducts walk-throughs of recommended system functionality and prototypes with business users in small group or large group settings.
• Ensures uniform documentation presentation and content structure including, but not limited to, online documentation.
• Develops test plans and conducts system/integration testing; can test changes, enhancements, and new programs or functions to ensure they meet business needs.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.  

EDUCATION

Required

• Bachelor's degree preferably in analytic or computer science related field. 

WORK EXPERIENCE

Required

• 2 years of business analysis experience working on complex problems and producing concrete, actionable solutions. 

Preferred

• 2 years of business analysis experience working on complex problems and producing concrete, actionable solutions at a similar sized organization focusing on customer experience in hospitality, retail and/or higher education environment.  

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrated time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Seeks to acquire knowledge in area of specialty.
• Highly thorough and dependable.
• Demonstrates a high level of accuracy, even under pressure.
• Demonstrated analytical skills.
• Service-oriented and skilled in providing positive, friendly customer service.

Preferred

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  Naturally curious, with a desire to dig deeper to find the why and identify key trends/ themes.
• Strong knowledge and ability to apply qualitative and/or quantitative research skills.
• Familiarity with and openness to learn new qualitative and mixed methods.
• Knowledge and familiarity with various statistical software.
• Adept at queries, report writing and presenting findings. 
• Strong communications ability, clearly conveying thoughts in verbal and written form, in a simple and organized manner. 
• Extremely detail-oriented and can explain large amounts of information in a simple, organized manner.  
• Ability to work both independently and collaboratively to accomplish goals.
• Enthusiasm and commitment to excellence in customer service.   
• Demonstrates a high commitment to quality.
• Possesses a high degree of initiative.

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

IU Indianapolis

Indianapolis, Indiana

$50,000 - $60,000 per year based on experience. 

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Career Level: Career

FLSA: Exempt

Job Function: General Administration

Job Family: Business Analysis

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This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information .

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