Client Experience Analyst

Your Team Responsibilities

We are currently seeking a Client Experience Analyst to join our Client Coverage organization in Monterrey.

Client experience is a growing strategic function that collaborates with cross functional teams such as Marketing, Product and Technology to deliver and support client experience goals, programs, and practices across the organization. Our team owns the Client Support and Online Case Management portals content and site administration, is responsible for the development, improvement, and adoption of self-service and knowledge management practices and participates in service model related projects to help improve our client’s experience with our products and services.

The candidate will be reporting remotely to the head of Client Experience in San Francisco.

Your Key Responsibilities

• Gather and clean data from multiple sources to create dashboards, reports, and visualizations, to update stakeholders on initiatives status, educate the business on trends and areas of opportunity and drive decisions around customer experience.
• Handle routine content management related tasks such as document updates, new pages setup and changes to the existing sites to help keep our self-service content up to date.
• Execute on operational aspects of the client feedback survey process.
• Perform Proof of concept and testing of new servicing capabilities.
• Help maintain the team’s documentation to facilitate communication, troubleshooting and new joiners onboarding.
• Troubleshoot and reroute site content and access related issues escalated by Client Service team.
• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
• Maintain a general understanding of the technology and architecture that support the business processes to collaborate in projects that help them solve service problems/bottlenecks or meet service goals.

Your skills and experience that will help you excel

Specific Knowledge/Skills

• Strong data analysis, visualization and reporting skills.
• Ability to switch focus between detail-oriented and big picture thinking.
• Good writing/documentation skills.
• Self-motivated, independent, and proactive
• Demonstrate passion towards using self-service and knowledge management to facilitate a strong customer experience and ultimately impact the business growth.
• Technology and socially savvy.
• Service oriented mindset with creative problem-solving capabilities.
• Familiarity and interest in AI

Desired Experience

• Associate or bachelor’s degree, preferably in analytically oriented business area discipline (business, investments, or marketing).
• Experience in business metrics reporting, customer support, digital marketing, marketing research or operations.
• Familiarity with CRM (Customer Relationship Management) or CMS (Content Management System).
• Participation in customer experience or self-service related projects/initiatives.
• Participation in process/ solution documentation or technical writing projects.
• Participation in proof of concept and QA testing of solutions.

Desired Qualifications

• High proficiency in Microsoft Office applications, particularly PowerPoint, Power BI and Excel.
• Previous experience with google analytics and salesforce reporting desired.
• HTML/CSS familiarity (or a willingness to learn it) is a plus.
• Programming, AI and data management skills are a plus.

About MSCI

What we offer you

• Transparent compensation schemes and comprehensive employee benefits, tailored to your location, ensuring your financial security, health, and overall wellbeing.

• Flexible working arrangements, advanced technology, and collaborative workspaces.

• A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.

• A global network of talented colleagues, who inspire, support, and share their expertise to innovate and deliver for our clients.

• Global Orientation program to kickstart your journey, followed by access to our Learning@MSCI platform, LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.

• Multi-directional career paths that offer professional growth and development through new challenges, internal mobility and expanded roles.

• We actively nurture an environment that builds a sense of inclusion belonging and connection, including eight Employee Resource Groups. All Abilities, Asian Support Network, Black Leadership Network, Climate Action Network, Hola! MSCI, Pride & Allies, Women in Tech, and Women’s Leadership Forum.

At MSCI we are passionate about what we do, and we are inspired by our purpose – to power better investment decisions. You’ll be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.

MSCI is a leading provider of critical decision support tools and services for the global investment community. With over 50 years of expertise in research, data, and technology, we power better investment decisions by enabling clients to understand and analyze key drivers of risk and return and confidently build more effective portfolios. We create industry-leading research-enhanced solutions that clients use to gain insight into and improve transparency across the investment process.

MSCI Inc. is an equal opportunity employer committed to diversifying its workforce. It is the policy of the firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected parental leave), veteran status, or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the application process, please email Disability.Assistance@msci.com and indicate the specifics of the assistance needed. Please note, this e-mail is intended only for individuals who are requesting a reasonable workplace accommodation; it is not intended for other inquiries.

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