Job Information
ASM Global Experience Management (XM) Data Analyst in West Conshohocken, Pennsylvania
POSITION: Experience Management (XM) Data Analyst
REPORTS TO: VP of Customer Support and Engagement
FLSA STATUS: Salaried Exempt
Summary
As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.
Essential Duties and Responsibilities
Create and update monthly XM engagement scorecard for each area of the business and executive overview.
Regularly analyze customer experience data, NPS and other relevant metrics. Prepare detailed reports and present insights to senior management to guide decision-making and measure the success of customer experience initiatives or operational changes.
Participate in the presentation of XM engagement results to stakeholders, as needed.
Facilitate the creation of annual live events trend reports.
Collaborate with XM team members and provide data insights for case studies, to showcase the value of an experience centric approach, across the business.
Partner with the Digital Team in an ongoing capacity to evaluate accuracy of ticketing data and ensure data flowing to Qualtrics effectively, to maximize volume of customer experiences measured.
Partner with venues where a gap in ticketing data is identified, to verify events and solution on next steps, to gain experience measurements.
Coordinate and schedule client qualitative interviews (phone & in-person) to support development of case studies and customer journey mapping.
Collect and organize client-provided strategic business documentation.
Analyze and report on the correlation between experience metrics and financial performance to show value in the business.
Organize, attend and document XM workshops with both internal and external stakeholders.
Conduct quality checks on XM deliverables, including journey maps, personas, workshop output, survey design/content, sample plans, analytic outputs, presentation decks and written reports.
Support the analysis and interpretation of qualitative and quantitative data.
Contribute to the creation of key findings, insights, takeaways and recommendations for operational improvements, to enable business transformation.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
College degree, or 4+ years of commensurate experience in lieu of degree.
Generating insights from large data sets using statistical knowledge and software (Excel, SAS, etc.)
Advanced working knowledge of Qualtrics required.
Working knowledge of reporting software (Tableau, Power BI, etc.) preferred.
Skills and Abilities
Proven experience using survey platforms (such as Qualtrics, business intelligence programs (such as Tableau), and statistical software (such as SPSS) to analyze data.
An exceptional ability to mold interpersonal communications to suit both executive leadership and front-line employees.
Effective storyteller who excels at presenting key findings, takeaways, and recommendations.
Ability to work independently and in a team with minimal supervision and in a virtual environment.
Highly analytical, creative thinker
Customer-centric, with a sound understanding of customer experience management
Strong follow-up skills and sense of urgency
Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders
Learns quickly when facing new problems and is open to change
Comfortable working in a fast-paced and highly collaborative environment
Intermediate to advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and Power Point.
Ability to manage and analyze complex data sets, define problems, collect data, establish facts, and draw valid conclusions desired (knowledge on how to use slices, pivot tables, and other advanced features in excel is a plus).
Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority.
Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding.
NOTE:
The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM GLOBAL is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.