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Customer Experience (CX) Analyst

Sirius XM

Sirius XM

IT, Customer Service
Irving, TX, USA
Posted on Sunday, November 12, 2023
Who We Are

SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXMis the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as SXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How You’ll Make An Impact

SiriusXM is seeking a dynamic Customer Experience (CX) Analyst to join the Digital & Customer Experience team. The Digital Experience (DE) team is charged with building an easier to use, higher converting, and more seamless digital experience and our growing Voice of Customer (VoC) operations are central to our success. The CX Analyst will report to the Director of CX Insights. As a CX Analyst, you will be involved with the operational aspects of monitoring customer feedback across multiple sections of the website. You will administer, monitor, and measure digital performance via surveys and other intake methods to track KPIs including NPS, CES and CSAT. You will—with a customer-first mindset—report insights to cross-functional teams across SiriusXM’s digital experience and to key stakeholders at all levels of the organization. You will work closely with Product Managers, Engineers, UX Designers, Analysts and Marketers to enrich our qualitative understanding of our listeners across their lifecycle and will help bridge the gap between customer feedback and business impact.

What You’ll Do

  • Create, deploy, and monitor surveys using Qualtrics
  • Improve and manage reporting on KPIs, such as NPS, CES, and CSAT
  • Contribute original research designs using qualitative methods, including but not limited to moderated and unmoderated interviews, in-depth interviews, and survey methods
  • Monitor and analyze verbatim feedback for trends
  • Proactively move “from insights to action” by surfacing data that informs business decisions
  • Collaborate with other analysts to ensure consistency across multiple consumer touchpoints

What You’ll Need

  • Bachelor’s degree and/or equivalent work experience in Business, Marketing, Analytics, or related field
  • 2+ years of experience of direct CX insight experience utilizing VoC platforms and tools (e.g., Qualtrics, Foresee, Clarabridge). Previous Qualtrics experience, particularly in survey administration, analysis, and reporting is preferred.
  • Experience in survey design and administration, including sample selection
  • Qualitative analysis and coding skills including codebook development and reliability checking
  • Quantitative analysis skills including descriptive statistical analysis
  • A demonstrable understanding of site architecture including session data variables and other indicators of user engagement
  • Experience working with product and UX teams on digital products and services
  • Excellent written and verbal communication skills
  • Strong presentation skills with demonstrated ability to present remotely and manage Zoom meetings
  • Knowledge of content management systems for enterprise websites (e.g., Adobe Experience Cloud) preferred
  • Experience working with user testing tools (ie and running moderated feedback preferred
  • Must have legal right to work in the U.S.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $107,000 to $120,900 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.