CX and Change Analyst - Bristol, United Kingdom - ForgeRock

Description

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

The CX and Change Analyst will sit within our Customer Care Centre of Excellence, and has key responsibilities to support our post sales customer experience team, for change and support the delivery of new customer (CX|UX) focused initiatives.

Customer-Centric Mindset:

Understanding and prioritising the needs and expectations of customers is fundamental. The ability to think from the customer's perspective is critical in designing positive experiences.

Communication Skills:

Excellent communication skills, both verbal and written, are essential. This role, working alongside CX Program managers, need to effectively convey the vision, goals, and strategies to other departments within the organisation.

Analytical Skills:

Key for this role is the to be adept at analysing customer data, feedback, and metrics to identify trends, patterns, and areas for improvement. This includes the ability to use data to drive decision-making.

Problem-Solving Skills:

The ability to identify and address issues that impact customer satisfaction is vital. You should be a skilled problem solver who can navigate complex situations.

Cross-Functional Collaboration / Stakeholder Management:

Collaboration with various departments (marketing, sales, product development, etc.) is essential. You should be able to build strong relationships and work collaboratively with other teams to ensure a seamless customer experience across all touchpoints.

Reporting & Data-Driven Decision Making:

Metrics and Analysis: Utilise data and analytics to make informed decisions. You should be comfortable using customer data to assess the impact of initiatives and adjust strategies accordingly.

Customer Journey Mapping:

Understanding Touchpoints: Mapping the customer journey is crucial for identifying key touchpoints and moments of truth. This skill helps in designing initiatives that enhance the customer experience at critical stages.

Qualifications

•Experience of working in a fast paced, agile environment, ideally gained within a Software / SaaS Enterprise environment

• A demonstrable career history working in a CX|UX or/and business change management role

Experience

• Business process analysis and design

• Persona creation and application

• Lead Journey analysis and conversion strategy delivery

• Stakeholder management

• Broad understanding of digital technologies relating to customer experience, NPS / CSAT

• CX measurement techniques (qualitative and quantitative)

• Working with stakeholders at all-levels of an organisation

• High quality verbal and written presentation skills suitable for stakeholders across all levels of the organisation

• Ability to multi-task across a range of projects with multiple stakeholders at different levels across the business

• Critical thinking, analytical, technical problem-solving skills

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives
• Generous PTO & Holiday Schedule
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

You understand and agree that as part of the application process Ping Identity may provide certain non-public information that is and must be kept confidential. You agree not to disclose any non-public information required to do so by law.

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