Senior Analyst/Digital UX/UI

About the position

The Senior Analyst Digital UX/UI is an individual contributor in one or more of the following support functions in the Customer Technology Support Department of Southwest Gas Corporation (SWG): digital experience optimization, collection, analysis and interpretation of data from various digital platforms; trend analysis, performance measurement, implementation of digital customer experience initiatives. This position focuses on championing and advocating for customer-centric initiatives and developing strategies, leveraging research and multiple data points to help translate customer feedback into actionable insights through cross-functional collaboration with various technology support teams as well as other departments across the organization.

Responsibilities

• Lead the analysis and consolidation of data from various digital channels and platforms to identify opportunities for continuous process improvement, increased digital usage and containment, and enhancement of the overall customer experience.
• Oversee the tracking and measurement of key performance indicators (KPIs) pertaining to the digital customer experience such as CSAT and NPS scores and site interactions to improve user flow and engagement.
• Leverage Voice of Customer (VoC) feedback and data analytics from various sources, including benchmarking data, survey results, market studies, customer service interactions, and industry reports, to optimize digital portals for usability, efficiency, and customer experience.
• Spearhead efforts to identify trends and patterns in customer behavior to formulate data-driven recommendations to inform strategic decisions.
• Plan and consolidate the communication of insights and recommendations to the technical and business support teams to facilitate the implementation of UXUI changes such as navigation, site architecture and content for digital channel improvements.
• Translate research and data findings into clear and concise narratives demonstrating the value of the insights, driving improvements that support departmental and organizational objectives.
• Coordinate the gathering and evaluation of business requirements from cross-functional stakeholders to collaborate on UX strategies.
• Develop personalization and segmentation strategies to achieve effective outreach communications and drive program adoption.
• Create, write, and develop dynamic content that's engaging and customer-friendly.
• Analyze test outcomes to recommend data-driven solutions for ongoing optimization efforts.
• Develop presentations, reports, and dashboards in Power BI, Tableau, PowerPoint, or an equivalent tool to present key performance metrics and visualizations and highlight opportunities for improvement.
• Communicate clearly complex user experience findings and provide leadership on the planning and implementation of actionable recommendations tailored to different audiences, including technical, non-technical, operations, customer, and management stakeholders.
• Manage the coordination, planning, and execution of complex customer experience projects, ensuring they are completed on time, within budget, and to required quality standards.
• Consult on the analysis and reporting of the customer experience and associated reporting to ensure appropriate trends are identified and presented to department leadership.
• Perform related duties and responsibilities as assigned.
• Regular and predictable attendance is a condition of employment and is an essential function of the job.

Requirements

• Four to six years of relevant work experience.
• A bachelor's degree in Digital Analytics, Marketing, UX Design, Psychology, Computer Science, or a related field from an accredited university, or an equivalent combination of education and relevant experience sufficient to successfully perform the essential job responsibilities.
• Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Experience with visualization representation tools such as Power BI, SAC, Tableau, or similar reporting formats.
• Strong blend of analytical, technical, and interpersonal skills.
• Effective verbal and written communication skills.
• Familiarity with customer feedback management platforms.
• Strong problem-solving and critical thinking skills.

Nice-to-haves

• Knowledge of user research and UXUI design principles and tools such as Sketch, Figma, Adobe XD or similar software.
• Knowledge of HTML, CSS, and Javascript.
• Strong ability to analyze user data to identify trends and patterns.
• Experience with user research methods, such as usability testing, surveys, and interviews.
• Experience with web analytics tools, digital experience platforms, and data analysis software.
• Strong understanding of usability best practices and experience with web ADA accessibility compliance and WCAG guidelines.
• Customer-centric mindset with a keen understanding of customers' needs and expectations.
• Strong project management experience coordinating project streams and delivering results across cross-functional teams.
• Leading and developing processes and teams.
• Ability to communicate complex UX/UI concepts to different audiences through creative narratives and visualizations.
• Knowledge of customer journey mapping and personas.
• Knowledge of website design, self-service applications, and platforms.
• Knowledge of the utility industry.
• Quality improvement experience with an ability to identify areas for improvement, implement changes, and monitor progress using holistic quality assessment methodologies like PDCA (Plan-Do-Check-Act), 4 Ps (Product, Process, People, and Propellers), Six Sigma, Lean, Root Cause Analysis, etc.

Benefits

• Competitive salary range of $82,926 - $120,278 based on experience and qualifications.