Are you  passionate about customer feedback and experience ? Join our team where you  will deep dive into customer feedback, analyze trends, and collaborate with partners to enhance customer satisfaction and experience.  As a Market and Product Expansion Associate in Small Business, you are responsible for deep diving into customer feedback and analyzing trends to enhance customer satisfaction and experience. This role involves tracking Net Promoter Score (NPS) and Customer Satisfaction (CSAT) onboarding scores, collaborating with various teams to identify trends, and creating workstreams and working groups to resolve issues and track partner feedback and ensure closure and resolution.
Job responsibilitiesTrack and report on NPS and CSAT onboarding scores.Research and analyze customer feedback to identify opportunities for product improvementsConduct in-depth analysis of customer feedback to identify trends and areas for improvement.Collaborate with Sales, Product, Operations, Analytics, Bankers, and other teams to identify trends and identify solutions.Create and manage workstreams and working groups to address identified issues.Partner with bankers to track feedback and ensure timely resolution.Categorize customer feedback and associate it with relevant devices and payment platform for accurate reporting.Required qualifications, capabilities, and skills2+ years of experience or equivalent expertise in Merchant Services, Analytics, or Customer Experience.Proficiency in Microsoft Word, Excel, and PowerPoint.Strong time management skills.Interest in deep diving into customer feedback.Customer-oriented mentality.Preferred qualifications, capabilities, and skills Experience working with cross-functional teams.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Familiarity with customer feedback tools and methodologies.Familiarity with Alteryx Designer