Experience Insights Specialist Job Listing at Clayton Homes in Maryville, TN (Job ID JR118979)

Description

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. The Experience Insights Specialist will use multiple sources of customer and Team Member data to create ongoing actionable insights and progress assessments for our retail Home Centers and leadership teams. The role will coordinate with internal teams and assist in the development of customer and Team Member listening programs that are integrated into our homebuying and career development experiences. A focus on gathering customer and Team Member insights ahead of various product and process developments will ensure customer and Team Member requirements and expectations, guide our modernization and improvement efforts. Gathering various sources of Voice of the Customer (VoC) and Team Member Experience (TMX) data for internal teams and customer-facing processes will be the central priority of this role.

Responsibilities:

• Assist with research team backlog, active projects, and work responsibilities including design, analysis, and reporting.
• Contribute to Customer Experience (CX) and Team Member Experience (TMX) improvement projects and materials based on resources gathered from multiple sources including surveys, social media, interviews, forums, secondary data, etc.
• Perform qualitative and quantitative research and analysis at Retail Home Centers.
• Assist in the design, distribution, and analysis of internal Team Member surveys.
• Develop reporting based on standardized formats for CX and TMX insights to help the business improve activities, prioritize improvement projects, and measure impact.
• Contribute to customer advocacy initiatives and production of actionable and strategic business practice plans in cooperation with training team, using insights from research data and analysis.
• Participate in cross-functional partnerships with other Retail and shared service departments to gauge Team Member sentiment for initiatives and derive holistic, actionable business recommendations.
• Performs other duties as assigned.

Qualifications:

• Bachelors in Analytics or related field required.
• 1-2 years experience in Analytics.
• Understanding of common CX metrics and systems (NPS, CES, CSAT, etc.).
• Experience conducting and managing survey distribution.  Experience using Qualtrics preferred.
• Experience with ongoing CX studies.
• One to two years of data analysis experience (quantitative and qualitative methods preferred).
• Strong analytical skills.
• Can run analyses using diverse sources of information and deliver comprehensive, balanced, and impactful analysis to business leaders.
• Proficient in Microsoft Suite; SQL queries; Anaconda/Python; Qualtrics or other survey platform; etc.

  Why Clayton

• Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
• As part of Clayton's commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• Clayton is proud to have earned spots on the following Forbes lists: America's Best Employers, America's Best Employers by State, Best Employers for Diversity, Best Employers for Women.
• At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.
• Clayton's Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga / barre studio, volleyball and basketball courts, walking paths, and a disc golf course.

Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

You will find much more information about Clayton Homes by visiting our website at:

www.claytonhomes.com

• A Berkshire Hathaway Company – an integrity-based organization offering unlimited career growth.
• Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, Employee Assistance Programs, paid time off, paid holidays and more.
• As part of Clayton's commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs.
• Home Centers are closed on Sundays – we believe in offering a balanced working environment.

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