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GBS Customer Experience Strategy Analyst

Learn more about UPS


GBS Customer Experience Strategy Analyst

Atlanta, GA
Full Time
  • Responsibilities

    The Customer Experience Strategy Analyst is responsible for developing and administering surveys, analyzing survey data, and communicating results of the survey data analysis to key stakeholders throughout the organization. You'll be responsible to gather additional data and perform analyses necessary to develop and evaluate the GBS Customer Experience Strategy.

    The Customer Experience Strategy Analyst consults with internal subject matter experts to assist in identifying the best approach to gathering information and solving business issues. They'll conduct detailed external analysis to help develop a current and future view of markets. In addition, they'll provide information on current UPS capabilities and performance including profiles of current UPS customers.


    • Monitors GBS agent surveys identify results and provide guidance
    • Provides GBS agent observation feedback to GBS supervisors to offer coaching and training recommendations
    • Documents call feedback to determine call center process changes for maximizing service to the customer
    • Develops and administers and analyzes customer experience feedback through surveys
    • Receives new service recommendation approval from GBS staff management to create project plans for implementation
    • Reviews GBS product (e.g., shipping software, etc.) information to identify customer solution methods that will reduce expenses
    • Analyzes customer call surveys to determine cost-effective response techniques and enhance the customer experience
    • Develops subject matter expertise on the tools and process used to administer surveys
    • Works with GBS Product Managers to explain customer response recommendation rationale
    • Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer calls
    • Produces call survey data to review call statistics and impacts
    • Works with cross-functional departments to facilitate the necessary processes to enable surveys
  • Qualifications


    • Applies Problem Definition & Structuring Knowledge: Identifies key factors behind basic problems and establish a path to solve them; proposes approaches to solve more complicated problems; investigates and diagnoses anomalies in routine business results
    • Applies Information Analysis & Solution Generation Knowledge: Familiar with primary information sources relevant to assigned area; utilizes computer-based analytical and information management tools in order to perform routine analysis; documents approach and findings; reviews results with others as appropriate
    • Statistical Analysis: Demonstrates a basic knowledge of statistical terminology and understanding of analyses and/or tests (e.g. measures of central tendency, standard deviation, correlation, analysis of variance (ANOVA), simple linear regression, significance testing, etc.); displays the ability to calculate basic statistics
    • Reviews relevant data such as trends, market conditions, and current assets, to identify potential needs, feasibility, stress loads, scope, potential growth, costs, risks, and benefits
    • Includes the processes and activities needed to identify, define, combine, unify and coordinate the various processes and project management activities throughout the entire project lifecycle and appropriate to the type of project
    • Develops specific plans to accomplish project objectives. Establishes project goals, milestones, and deadlines and identifies specific resource needs in order to meet business objectives. Define activities, the sequencing of the activities, and the development and control of the schedule throughout the entire project lifecycle and appropriate to the type of project
    • Accesses appropriate databases, writes information queries, and produces customized reports
    • Interprets and clarifies data, as necessary
    • Identifies and resolves customer issues
    • Engages appropriate resources to resolve customer issues
    • Selects and applies appropriate statistical analyses
    • Interprets results and draws conclusions
    • Master's Degree (or internationally comparable degree) – Preferred

    UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

  • Industry
    Package/Freight Delivery
  • About Us
    Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.