Posted April 11, 2014

Customer Satisfaction Analyst

Ingersoll Rand  | St Paul, MN, US

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At Ingersoll Rand we’re passionate about inspiring progress around the world. We know that hour by hour and day by day, we advance the quality of life by making environments safe, comfortable and efficient. Our people and our market leading brands, including Club Car®, Ingersoll Rand®, Thermo King®, and Trane®, contribute to a world defined by sustainable progress and enduring results.

Ingersoll Rand is a diverse and inclusive environment. We are an equal opportunity employer and are dedicated to hiring qualified protected veterans and individuals with disabilities.

We have a great opportunity for an Analyst to join our team and support the Trane Commercial Customer Satisfaction program. You will support the execution of various types of internal and external surveys by managing the programming of questionnaires into an online survey tool (Qualtrics), leading the analysis of survey results and developing insight that the business will use to develop action plans to improve the customer experience.

In addition you will:
· Analyze business & customer satisfaction data using advanced multivariate statistical methods of logistic regression, CHAID analysis, MANOVA, correspondence analysis etc., resulting in targeted actionable insights (key drivers) for the business
· Work with Trane sales offices across North America to design training modules and develop plans to address deficiencies in achieving business goals
· Utilize Qualtrics software to create and manage surveys; includes creating questionnaires, respondent panels, survey invitations, survey reminders, etc.
· Assist in the continuous improvement, management and monitoring of Action Alert closed loop process
· Participate in process improvement teams where appropriate
· Prepare/clean customer data files for use in survey launches

Data Analyst, research analyst, market research analyst, customer insight analyst, customer research analyst, quantitative research, survey researcher


Our climate businesses deliver energy-efficient solutions globally. It includes Trane®, a provider of residential and commercial HVAC systems and services and Thermo King®, the leader in transport temperature control solutions. The Trane brand is about building life; improving the life of buildings as well as the lives of those inside them. The Thermo King brand promises ultimate assurance. As an industry leader, we deliver performance, innovation, commitment and knowledge to ultimately bring productivity and profitability to the customers we serve.

We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employee, which, in turn, spurs innovation, generates creative solutions and enhances our customer relations.

If you share our passion for inspiring progress—for bringing about bold shifts in how people, economies and societies operate—then you belong with Ingersoll Rand. Progress begins with you.

How to apply: Please copy and paste the following link into your browser address bar:
http://ingersollrand.contacthr.com/33575797

Requirements:
· Bachelor of Science Degree in Finance, Economics, Business, Statistics or related field.
· Demonstrated experience working with advanced multivariate statistical methods of logic regression
· A minimum of 2 years’ experience in customer experience roles, primarily in the collection, analysis and interpretation of data into actionable business insights
· Experience with reporting/analytical software like SPSS, R, Tableau, Alteryx, etc. preferred
· Experience with Qualtrics software preferred
· Exceptional communication skills to effectively partner with external and internal customers.

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