Technical Analyst, Client Experience Job Vacancy in NTT Ltd Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : NTT Ltd
Location : Bengaluru, Karnataka
Position :

Job Description : At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
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High Level Job Description

The CX Technical Analyst will report to the CX Lead Technical Analyst, together forming the central day-to-day hub for management and support of NTT’s Voice of our Client (VoC) program platform – Medallia. While the CX Lead Technical Analyst will own and be responsible for the platform, the Technical Analyst will ensure the program is running actively and efficiently on a daily basis. Working across workflow processes, data integrity, system integration and system set-up, it is their responsibility to become the leading platform knowledge expert and to ensure the best optimized set-up for the program.

The role holder will be responsible for the day-to-day handling of Medallia platform requests. The role will also take on the responsibility of becoming an expert in Medallia Admin Suite and other back-end management tools to coordinate with the Medallia technical team via our Professional Services contacts and ensure effective use of Medallia professional services hours.

Another important element of the role is active participation in training and communications around our Voice of our Client technology, working with the CX team to help functional and regional program managers optimize their use of the platform and resolve any issues they may be having.

The role will also actively take part in the analysis of feedback, KPIs, system metrics and trends to ensure a proactive program and actionable insight for the business.

In addition to VoC, the role will further support the Insight & Analytics team and cross-group collaboration initiatives between Marketing and Sales Operations.
Working at NTT
Key roles and responsibilities
Medallia implementation
Work with the NTT CX and Medallia teams to carry out platform implementations and program enhancements
Participate in program reporting design, setup, implementation and review processes
Proficiency in platform admin to ensure we’re self-building as much as possible vs. using professional services hours
Manage program features: requirement analysis, gap analysis, feasibility checks, impact analysis and risk identification
Daily monitoring of processing reports and error fixing
Work with Medallia in resolving system-related inquiries
Work with CX team for survey launches and reporting updates
Training and communication
Support Regional Program Managers (RPMs) with demos and training
Engage the RPMs with coaching to improve their individual use and understanding of the platform
Insight
Work with wider VoC team to create new surveys and ensure NTT accurately captures CX input along client journey
Join effort to analyse VoC results developing insight, learning and recommendations at global, regional and tier levels
What will make you a good fit for the role?
Education and Training and Experience
Work Experience: 2+ years in B2B CX management role
Previous experience with Medallia or equivalent CX system
Experience as a Business Analyst
Strong analytical and project management skills
Personal Attributes and Skills Required
Technical program support and management
Able to work cross-functionally and with external team
Able to manage multiple complex tasks simultaneously
Able to establish strong relationships with stakeholders in all teams and at all levels
Measured thinker, able to process and retain complex information
Fast learner in a high-pressure environment, not afraid to ask questions to ensure they understand the full picture
Comfortable working with and interpreting data sets
Strong written and verbal communication skills
Able to carry themselves confidently and authoritatively with a variety of stakeholders
Good business acumen and commercial skills
Career Progression
Senior Technical Analyst, CX
Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

This post is listed Under  Technology
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