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Customer Experience Project Analyst

Company: iHerb
Location: Irvine
Posted on: May 20, 2023

Job Description:

Job Summary:
We are seeking a highly analytical and detail-oriented Customer Experience Project Analyst to join our team. In this role, you will be responsible for producing reports, identifying process improvements, and assisting with project management. You will also need to have strong creative and analytical skills to provide solutions that address issues within all functional areas of responsibility.
Job Expectations:

  • Analyze and interpret large amounts of data to produce requested reports.
  • Utilize creative and analytical skills to identify trends and provide solutions that address issues within all functional areas of responsibility.
  • Work with the Project Manager to develop and implement strategies that will improve the return and refund rate KPIs.
  • Conduct market research on industry best practices and make recommendations related to returns and refunds processes.
  • Collaborate with cross-functional teams to ensure that all stakeholders are aligned on project goals and priorities.
  • Develop and maintain project documentation, including project plans, status reports, and issue logs.
  • Monitor project status and proactively remove blockers as they arise.
  • Participate in regular team meetings to provide updates on project status and discuss roadblocks and opportunities.
  • Determine the appropriate course of action items needed through Asana, communicate with necessary parties as required and assist with schedule management.
  • Providing support to project managers and business leaders when requested
  • Assist in reviewing and preparing weekly and monthly slides to ensure key market details are updated
  • Facilitate team meetings and document meeting summaries.

    Knowledge, Skills and Abilities:

    • Experience with an extremely fast paced environment and changing priorities, while maintaining attention to detail and a focus on automation.
    • Understanding of iHerb's customer channels, the internal structure of a customer support team and IT team.
    • Excellent in written and verbal communication. Experience producing customer facing content is a plus.
    • Experience in data analysis.
    • Knowledge of brand management and international customer service
    • Detailed and deadline oriented with excellent project management skills.
    • Bilingual is a major plus.

      Equipment Knowledge:

      • Zendesk reporting
      • Knowledge of Asana or collaboration tools
      • Knowledge of Microsoft Office: Word, Excel, and PowerPoint.
      • Knowledge of Google Sheets, Presentations

        Experience Requirements:
        Generally requires a minimum of 1-2 years of experience in customer data analysis and/or project coordination role in an ecommerce environment.
        Education Requirements:
        Bachelor's Degree in Business, Marketing or related field preferred, or a combination of education and equivalent work experience.

Keywords: iHerb, Irvine , Customer Experience Project Analyst, Professions , Irvine, California

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