Senior Customer Experience Analyst

Bullhorn is the global leader in software for the staffing industry. After more than 20 years, more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

Job Purpose

Bullhorn Customer Success and Global Support are looking for a passionate and analytically minded Senior Customer Experience Analyst to lead the discovery of new opportunities to improve our customer experience by distilling feedback received from all customer-facing touchpoints into actionable strategies. Reporting to the VP of Customer Success and Support Operations,, they will work cross functionally and take a research-based approach to source and combine customer feedback and build processes, dashboards and analyses to ensure that the Voice of the Customer plays a pivotal role in decision making across the entire organization.

Department Purpose

Bullhorn's Customer Success and Support Operations team drives our enablement and optimization efforts to support the Customer Success, Global Support, and Product Enablement & Education Services teams. With a united team across various functions such as Workforce Management, Reporting & Analytics, Program Management, and Employee Learning and Enablement, we evaluate and implement change across our technology stack and internal processes that enable our customer-facing teams in Customer Success and Global Support to fulfill the core purpose of Bullhorn, to provide an incredible customer experience. 

Responsibilities and Tasks:

• Collaborate cross-functionally to develop standardized reporting and trend analysis of themes across all customer touchpoints, including CSAT, NPS, Customer Success activities, Support cases, Churn interviews, etc.
• Partner with cross-functional teams to build detailed and executive-level dashboards that track trends and surface quick, actionable insights for customer-facing teams.
• Participate in developing and improving surveys, analysis, and continuous improvement efforts to address gaps in our ability to capture actionable feedback.
• Improve existing VOC “closed loop” processes to ensure we follow up with Members in a timely and impactful manner.
• Synthesize research findings into insightful suggestions and recommendations based on thorough analysis and findings that drive improvements across the customer lifecycle, including product development, implementation, customer success (optimization), and support.
• Research leading tool(s) and methodologies to optimize and scale the voice of the customer program.

Knowledge, Skills, and Abilities (Experience) Required:

• 4-5 years of experience in a highly analytical and strategic role (management consulting, business analysis, or customer research-focused preferred).
• Strong analytical, problem-solving, project, and program management skills.
• Adept at translating complex technical issues into clear, concise problem statements while still speaking intelligently to the detailed analysis supporting the conclusions.
• Experience creating and sharing dashboards/data visualizations, including experience with one or more Business Intelligence and Data Mining Tools (e.g., Tableau, PowerBI, LookerStudio), is desired.
• Ability to work collaboratively and cross-functionally in a fast-paced environment.
• Knowledge of and experience with speech & text analytics is highly desired.
• Highly organized and comfortable managing multiple work streams at once.
• Exceptional verbal and written communicator across a broad audience, from front-line support analysts to C-level executives.
• Works autonomously with excellent attention to detail and a high level of self-motivation.
• Proficient in working in MS Office and Google Suite (SQL database experience is preferred).
• A profound sense of ownership (no job is too small or too large).

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Vacation
• Mental health benefits (EAP & 98point6)
• Full Access to LinkedIn Learning
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Career development opportunities up/across Bullhorn

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We’re looking for real-life humans, each with their own unique set of thoughts, beliefs, cultures, identities, and a background and body that is completely individual. We also love humans who have taken less traditional paths of education and believe that experience and learning come in many forms. Together, all these unique individuals make Bullhorn stronger. If you’re reading this, you’re probably applying for/considering applying for a job with us, and we want you to know that Bullhorn is an equal opportunity employer. For us, that means we always have, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not and will not tolerate discrimination of any kind.