.NET Web Developer

Under the direction of the Communications Director, the Survey Analyst at the Wisconsin Department of Employee Trust

Funds is a member of the communications team and develops and analyzes internal and external customer surveys,

interprets findings, and prepares reports. The Survey Analyst collaborates with the Customer Experience, Data

Management, and other business units to identify customer pain points and improvements for interactions across all

touchpoints.

Knowledge, Skills & Abilities

Professional with at least three years of relevant experience and/or education in the following:

Survey Development & Analysis

• Required Skills

o Writing, developing, and administering customer surveys

o Using Survey software (i.e., SurveyMonkey)

o Report writing and summarizing data using tables and graphs

o Applying survey design methodology and best practices

o Using Microsoft Excel to perform data analysis and Microsoft Office tools for presenting results

o Drawing insights into customer behavior, trends, and business operations

o Testing surveys for accessibility and user-friendliness

o Presenting findings to both technical and non-technical audiences

• Preferred Skills

o Managing an intake process for survey requests, development, inventory, and regular reporting

• Preferred Knowledge

o Data analysis and reporting tools such as MS Access, SPSS, SQL Server, SSIS, SSRS, and Tableau

Customer Experience (CX) Management

• Required Skills

o Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score for

customer interactions

o Using metrics to create customer stories, personas, and journey maps

o Applying CX management best practices

• Preferred Skills

o Creating interactive dashboards and metrics reports for CX with website and videos

o Leading interdisciplinary teams to bring CX data and strategies into decision making

o Assisting in creation of a CX roadmap impacted by technology, processes, systems, and people

o Collaborating with subject matter experts, business analysts, and data analysts to identify root causes of

customer pain points and resolutions

• Preferred Knowledge

o Understanding of Google Analytics for analyzing and reporting web CX

o Using a data warehouse for tracking customer interactions across all touchpoints such as systems, email,

website, call center, education, and appointments

General

• An effective communicator and team player

• Strong analytical and problem-solving skills

• Ability to manage multiple projects and meet deadlines

• Ability to influence others and to interact with individuals at all levels

• A self-starter with the ability to work both independently and collaboratively on complex projects

Top Skills & Years of Experience:

3 years experience for each skill listed.

Survey Development

• Required experience writing, developing, and administering customer surveys

• Required experience with survey software (i.e., SurveyMonkey)

• Required experience with report writing and summarizing data using tables, graphs, and fact sheets

• Required experience applying survey design methodology and best practices

Customer Experience (CX) Management

• Developing a strategy to collect CX metrics such as satisfaction, effort, and the Net Promoter Score for customer interactions

• Using metrics to create customer stories, personas, and journey maps

• Applying CX management best practices

Nice to Have Skills:

Survey Development

• Preferred experience with data analysis and reporting tools such as MS Access, Excel, SQL Server, SSIS, SSRS, and Tableau

• Preferred experience using data to draw insights into customer behavior, trends, and business operations

Customer Experience

• Preferred experience participating on interdisciplinary teams to bring customer experience data and strategies into decision making