Indigo improves grower profitability, environmental sustainability, and consumer health through the use of natural microbiology and digital technologies. Utilizing beneficial plant microbes and agronomic insights, Indigo works with growers to sustainably produce high quality harvests. The company then connects growers and buyers directly to bring these harvests to market. Working across the supply chain, Indigo is forwarding its mission of harnessing nature to help farmers sustainably feed the planet. The company is headquartered in Boston, MA, with additional offices in Memphis, TN, Research Triangle Park, NC, Sydney, Australia, Buenos Aires, Argentina, and São Paulo, Brazil. http://www.indigoag.com/      

The role of Customer Experience Analyst will drive our efforts to create a best-in-class customer experience by ensuring the right systems, tracking and processes are in place to set up our growing Customer Experience team for success. The right candidate is passionate about developing a data-driven approach to customer centricity and can work seamlessly across multiple cross-functional teams. If you’re seeking work with a hardworking and collaborative group, all while improving the lives of our customers, this may be the role for you.

 

 Responsibilities:

  • Understand the key performance indicators and metrics that impact the customer experience for Indigo Transport customers
    • Make recommendations for customer opportunities and improvements through a fact-based approach.
    • Provide roadmap of key performance indicators that support the current customer experience journey.
    • Draft requirements for existing gaps within the current toolset as it relates to key performance indicators.
  • Become familiar with Sales Operations metrics.
  • Understand where and how to collect data for Indigo Transport.
  • Work with IT teams to enhance system functionality to better track, measure, and report performance.
  • Establish key performance indicators, dashboards, and baselines for primary factors influencing the customer experience of Indigo Transport customers.
    • Present presentations and dashboards to multiple diverse stakeholders
    • Clearly state the business questions into data needs
  • Automate and create live and shareable shipper and carrier dashboards in Looker.
    • Share and present dashboards to multiple diverse stakeholders
  • Use data to identify trends and make recommendations for improved customer experience.
  • Drive adoption of Salesforce cases as primary means of recording customer issues, in order to use data to identify trends.
  • Become a subject matter expert in Transport customer data.

 

Competencies:

  • Analytical mindset and creating a story out of data
  • Comfortable with ambiguity and change
  • Ability to work in a fast-paced environment with changing responsibilities
  • Comfortable reaching out to different stakeholders and data owners to complete projects
  • Ability to analyze data quickly and pull from disparate data sources
  • Excellent cross-functional communicator, able to work with a diverse set of internal stakeholders
  • Outstanding organizational and time management skills

 

Qualifications:

  • Minimum of 3 years of professional experience in Business Intelligence and/or Analytics
  • At least 1 year of experience in Analytics
  • Bachelor’s degree in Computer Science, Math, Analytics, or Business Management
  • Experience using Salesforce or similar CRM for reporting required
  • Familiarity with SQL, Excel, Spotfire, Power Business Intelligence, and/or Tableau preferred
  • Experience managing an analytical project plan preferred

Indigo is committed to living our values, specifically “creating a work environment where everyone feels respected, connected, and has opportunities to learn and grow.” As part of living our values, we strive to create a diverse and inclusive work environment where everyone feels they can be themselves and has an equal opportunity of succeeding.

 

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Indigo are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.