Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description 

The Jr Program Analyst position is responsible for helping to drive the analysis and process of the Net Promoter Score (NPS) and Effortless survey programs. This will include working across teams at Zayo to evaluate customer feedback and drive actionable goals. In this role, the Jr Program Analyst will be part of a larger team whose goal is to gain a deeper understanding of the customer experience and best practices for measuring Effortless and NPS results. They will lead the follow-up process on Net Promoter Score and Effortless survey results and provide analysis on customer experience that will serve all touchpoints across Zayo.

Responsibilities 

• Own the follow-up process with internal teams, including Product and Sales, and the analysis of customer feedback, in regards to Net Promoter Score and Effortless Surveys
• Work across teams at Zayo to maintain quantity and quality of NPS contacts in Salesforce
• Own and maintain reporting through Salesforce.com reports, dashboards, and effective use of Chatter
• Own customer experience campaign process and become subject matter expert on tools such as Pardot and Einstein Analytics within Salesforce.com platform
• Help to develop new programs to support the direction of the Customer Experience agenda
• Aptitude and desire for learning new/different processes within the company, with a drive to build a strong foundational skillset for a career at Zayo

Qualifications

• Bachelor's degree (B.S.) from four-year College or University preferred, degree in progress acceptable (part-time arrangement is possible while finishing school)
• Work experience with proven aptitude for data & process management
• Ability to handle complex situations and multiple responsibilities simultaneously while appropriately prioritizing long-term projects with urgency of immediate demands
• Proficient in interpreting business and technical requirements and making decisions that are optimal for Zayo’s vision
• Highly motivated with an eagerness to learn new technologies, be part of a collaborative team, and maintain a transformational and creative mindset
• Proven ability to document highly complex processes, procedures, and/or policies
• Strong organizational skills including attention to detail and multi-tasking
• Ability to effectively and concisely communicate across teams within the IT ecosystem and greater Zayo organization, including senior leadership
• Critical thinking and problem-solving skills; ability to effectively delegate and offer process guidance
• Experience in Salesforce.com preferred, Advanced skill set in Microsoft Office and G Suite required 

Rewards

• Competitive compensation
• Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
• Fitness membership discounts
• Generous paid time off policy including paid parental leave