Marc Ellison

Senior Customer Experience Analyst @Concentrix

Belfast, GB

As the Senior Analyst in Customer Experience Analytics, I lead the analytic strategy in support of call center performance and customer satisfaction data in support of operational improvement initiatives. I work within a broader analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The role includes interpreting performance trends, identifying root causes behind the trends, and then contributing to the development of performance improvement efforts.I also provide social media analysis and auditing to Concentrix products and clients, enhancing their digital offering across content creation, social media management and strategy.

University of Otago

Bachelor of Arts (BA) First Class Honours, History & Communication Studies