CO Salary Range: USD 127,500.00 - 172,500.00 per year

　　Job Description

　　At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

　　Boeing Global Services Customer Experience (BGS CX) is seeking a Customer Experience Metrics Analyst (Virtual) to support our product and service teams. Join a team of analysts who work closely with our UX designers to define, collect, analyze, and report user analytics and success metrics. This is a fully remote position, perfect for someone excited by the world of aviation and the challenge of driving customer satisfaction, sales growth, and cost reduction through digital analytics methods and best practices.

　　Our CX metrics team is a vital part of our Design Operations. We work with product teams across the organization and around the world to measure user and customer experience through surveys, using Qualtrics and standard metrics such as NPS, CSAT, CES, and SUS. We establish user success metrics and analyze them with Adobe Analytics and Adobe Target. We build dashboards to help teams analyze the collected data and report findings to leadership at various levels. We collaborate with teams to drive changes that improve experiences for our global customers and other stakeholders. Through all of this activity, we strive to introduce and maintain best practices, and we collaborate with our Global Privacy Office to ensure legal and ethical standards.

　　In this role, you will also be part of the larger BGS CX organization of over 100 researchers, designers, and analysts where you will benefit from, and contribute to, our DesignOps initiatives, such as our training program, ResearchOps, and tools working groups. You will report to a CX manager with over 20 years of experience in the UX industry who cares deeply about mentorship and career development.

　　Position Responsibilities:

　　Partner with the lead analyst to define user analytics strategy (behavioral & satisfaction), prioritizing customer insights with data throughout customer journeys.Tell the CX story using analysis and insights to help business partners and leaders drive customer satisfaction, sales growth, and cost reduction.Help establish KPIs to baseline and trend data in alignment with specific business goals for each product or service.Collaborate with internal teams to drive actions that improve customer and user experiences based on analytical insights.Provide thought leadership around the use of metrics and analytics in a complex and diverse organization.Have a complete understanding of "the state of the data," including all aspects of data collection, data layers, and data quality. Identify and troubleshoot inconsistencies or errors.Build, manage, automate, and continually refine analytics reports, dashboards, and Adobe Analytics Workspace projects to maximize consumption and value among the intended business and product team stakeholders.Analyze and report out customer experience data regularly to support each team's operational cadence.Partner with designers to measure the impact of design changes in their products.Participate in the BGS CX Metrics working group, and collaborate with other analysts.Support and inform CX research and lead generation with customer insights.Periodically present CX metrics to staff and management.

　　This position has been identified as a virtual opportunity and will not require the selected candidate to relocate.

　　Employer will not sponsor applicants for employment visa status.

　　Basic Qualifications (Required Skills/Experience)

　　Proficiency with digital analytics tools, such as Adobe Analytics, Adobe Launch, and Adobe TargetDeep knowledge and understanding of Adobe Analytics in terms of variables, segmentation, and success events, how they work, and their relationships to each otherProficiency with digital survey tools, such as QualtricsUnderstanding of survey design, methods, and best practicesUnderstanding of industry standard metrics, such as NPS, CSAT, and CESExperience in building collaborative relationships across teams to achieve resultsAbility to work with the client or business to elicit requirements, as well as with developers to implement the solutionAbility to translate a business team's reporting needs into viable analytics solutions accurately and efficientlyAbility to determine what a business team's reporting needs actually are, rather than simply taking a request and implementing itAbility to apply basic statistical techniques to derive meaning from digital analytics dataExperience in transforming data and insights into meaningful CX/UX improvements

　　Preferred Qualifications (Education/Experience)

　　Degree in a metrics-related area of studyAdobe Analytics Business Practitioner Expert certificationUnderstanding of appropriate application of data visualization techniquesMasterful storyteller and influencerExperience in aviation or aerospace industryExperience working with SAFe or Agile teams

　　Typical Education & Experience:

　　Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 9 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD+4 years' related work experience, Master+7 years' related work experience, 13 years' related work experience, etc.).

　　Relocation:

　　Relocation assistance is not a negotiable benefit for this position. This is a virtual role relocation not required

　　Drug Free Workplace:

　　Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

　　"At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

　　The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

　　The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

　　Please note that the information shown below is a general guideline only. Pay is based upon candidate experience and qualifications, as well as market and business considerations.

　　Summary pay range: $127,500.00-$172,500.00

　　Export Control Requirements: Not an export control position

　　Equal Opportunity Employer:

　　Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.