Support Experience, CX Analyst

San Francisco, CA

WHO WE ARE

We are the Twitter Service team, committed to listening and acting on behalf of the people who use Twitter. When you join our organization, you’ll provide support for Twitter customers and help guard and promote the health of the public conversation on Twitter.


WHAT YOU’LL DO

Summary

As the CX Analyst on Twitter’s Customer Support Experience team, you’ll help build and grow Twitter’s CX program by leveraging the power of extensive amounts of structured and unstructured data to help us strategically advance how we ideate, build, measure, and improve our service and engagement products. You will perform data analysis, design surveys, drive stakeholder reporting of customer experience and satisfaction data, and apply descriptive research methodologies to deliver insights supporting strategic business objectives. You will use your statistical skills to analyze disparate customer feedback data sources in order to present comprehensive views of the customer experience as well as customer segmentation insights. You will be an advocate for the voice of our customers.


Responsibilities

  • Identify our biggest opportunities for improvement or innovation through analysis of solicited and unsolicited customer experience and operational data
  • Be an internal leader in descriptive research methodologies, leveraging multiple research and data sources to deliver insights and ideas
  • Analyze qualitative and quantitative customer experience data, surface insights, and implement your own recommendations, in close collaboration with business intelligence and data analytics teams
  • Collaborate in the creation and implementation of customer segmentation strategies
  • Be an internal leader in basic statistics, including descriptive statistics, correlation and regression.
  • Provide recommendations on proper survey design and research methodology across multiple channels (e.g., email-to-web).
  • Plan, manage, and evaluate the impact of our improvement efforts
  • Work cross-functionally to advise and support key business stakeholders with ongoing and ad hoc research and reporting needs.
  • Evangelize the program. Teach and share best practices. Share and develop metrics.


WHO YOU ARE

You’re curious about people and the way they behave, and are empowered by your extensive analytical background to ask new questions, develop innovative metrics, and promote creative solutions that can result in real improvements to the customer experience. You have experience in descriptive research and are excited about the potential to apply it toward action. You have a customer-first mindset, and your bias for action drives you to align with and impact key strategic business objectives. You have excelled and grown within a dynamic, rapidly changing, organization. You know how to discover and collect inputs and turn them into measurable outputs.


REQUIREMENTS

  • Bachelor's Degree in business or social sciences required
  • 5+ years of experience within supporting customer insights or customer experience work
  • Solid understanding of research methodology and survey design
  • Strong analytical (qualitative and quantitative) skills; with statistical analysis competence in techniques such as correlation, regression, KPI metric development and segmentation modeling
  • Solid verbal and written communication skills to present analysis and insights including trends and opportunities to stakeholders and the business


Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.

Application

Personal Information

This field is required.
This field is required.
This field is required.
This field is required.
Required field. PDFs only; max file size is 1MB.
Required field. PDFs only; max file size is 1MB.

U.S. Equal Opportunity Employment Information  (Completion is Voluntary)

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter.

This is where you come in! Please take a few minutes to provide us with your information. You are not required to provide this information and you may select “Decline to Disclose”. Your decision to provide information (or not) will not affect your employment or opportunities at Twitter.

Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

Twitter, Inc. is committed to working with and providing access and reasonable accommodations to applicants with physical or mental disabilities. If you need an accommodation in order to apply for open job opportunities, please submit a description of your accommodation request to RARequest-Recruiting@twitter.com. This email is only for accommodation requests related to the application process.

Twitter cares about your privacy and protecting your data.  Please click the privacy policy link and acknowledge you have read and understood how Twitter treats your privacy and your data.  

Would you like to receive email communication from Twitter about career opportunities? You may unsubscribe at any time.
Applicant Data - You have a choice. Can we keep your personal data for both the job you are applying for and any other Twitter jobs that we feel you may be a match for? If you choose yes we will retain your personal data for a period of twelve months to consider you for other job opportunities at Twitter.
Analytics - May we use personal data from your resume and application to analyze and improve the Twitter hiring experience.
Success
Thanks for applying!
Error
Submission failed. Please make sure all fields are correctly formatted.

Don't see the right fit?

Check out other opportunities at Twitter.