Product Analyst, Customer Experience Design

Job Title: Product Analyst, Customer Experience Design

Your impact

Join Intelsat and support our industry-leading digital platform that streamlines service delivery and product management for one of the world's most advanced Global Satellite & Ground Networks. We’re looking for a proactive, process-focused candidate eager to learn and contribute to our team’s success by supporting internal teams and streamlining internal procedures.

As a Product Analyst - Customer Experience, you will play a key role in assisting internal teams with platform-related tasks and creating clear, efficient procedures for internal processes. You will collaborate closely with cross-functional teams to enhance the overall experience for internal customers and ensure successful platform adoption and task execution.

What you will do

• Internal Voice of the Customer (VoC) and Analytics: Manage survey platforms to collect and analyze feedback from internal customers. Create dashboards and reports that track internal success metrics, using insights to refine processes and improve internal satisfaction.
• UX (User Experience) Improvement Initiatives: Gather insights on the internal user experience, offering suggestions to improve the platform interface or simplify navigation processes, helping to enhance usability and satisfaction.
• Process Optimization: Collaborate cross-functionally to guide internal teams through the digital onboarding process for new platform features. Provide guidance on internal use cases, ensuring consistent and efficient internal adoption.
• Internal Support and Success: Assist with internal lifecycle activities including training, technical support, and proactive assistance to help internal teams achieve success in their tasks. Act as an advocate for internal customer needs.
• Internal Customer Engagement: Act as a primary point of contact for internal customer inquiries, addressing issues, requests, and concerns promptly to support internal teams’ success.
• User Acceptance Testing (UAT): Assist Product Owner/Manager in the planning and execution of UAT activities.
• Procedure Development: Accountable for creating and maintaining clear, step-by-step procedures for using platform features from an internal perspective. Document best practices for tasks such as user creation, terminal type management, notification adjustments, and allowances. Review and support the creation of external customers documentation (videos and procedures for superior customer experience).
• Process Automation and Documentation: Identify opportunities to automate repetitive or time-consuming tasks, such as user creation or permission adjustments, by creating scripts or exploring automation tools. Document automated processes to ensure clarity and consistency.
• Platform and Product Knowledge: Maintain updated knowledge of platform features and internal use cases. Regularly review new platform updates and communicate relevant changes or procedures to internal teams.
• Problem Solving and Process Improvement: Help identify critical issues affecting internal customers and collaborate on developing solutions. Propose and document new procedures or workarounds as needed.
• Ongoing Internal Training and Enablement: Develop continuous training sessions and workshops to familiarize internal teams with new platform features and best practices, encouraging optimal use and mastery of the tools.
• Coordination with Product Teams: Serve as a bridge between internal users and the development team to share direct feedback on platform usage and discuss improvements and new features that could be beneficial.
• Operational Efficiency Analysis: Analyze internal team interactions and workflows to identify bottlenecks, suggest improvements, and report insights to team leaders to enhance operational efficiency.

Your required experience/skills

• Basic understanding of digital platforms and internal cloud applications used for service delivery and product management.
• Interest in developing skills in CX/UX design, process improvement, internal customer success, and digital service delivery.
• Experience or interest in data analytics, creating dashboards, and tracking KPIs to measure and improve internal team success metrics.
• Ability to collaborate with different teams to achieve shared goals and foster open communication.
• Willingness to learn and adapt processes to proactively address internal customer needs and challenges.
• Ability to create and document clear internal procedures for platform tasks.

Your success in this role will look like:

• Build strong relationships with internal teams by effectively addressing their inquiries and concerns.
• Support internal interactions in a professional and collaborative manner to establish trust and credibility.
• Work with senior team members to provide actionable insights and recommendations based on internal feedback.
• Display a genuine passion for product development and continuous learning, including product design, effectiveness and customer success metrics.
• Show initiative in problem-solving and seek opportunities to grow skills in the field.
• Demonstrate optimism and persistence in overcoming challenges, both individually and as a part of the team.
• Effective verbal and written communication skills.

It would be nice if you had:

• Exposure to Voice of the Customer initiatives and leveraging tools to gain concrete external point-of-view before/during/after introducing products to market
• Interest and an initial exposure to an Agile development team environment, including having partnered with CSM, CSPO or other relevant individuals with sAFE certifications.
• Exposure to tools such as Figma, Miro and Canva to improve how work is done in the organization. Consciousness in reducing waste, improving processes, and maximizing the use of time by self and others.
• Prior experience with Intelsat’s products and services.

How we support you: 

• Hybrid work environment offering up to two days per week work from home (for eligible positions)
• Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally!
• Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
• Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more! 

These benefits are designed to support your overall well-being and help you succeed in your role.

As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.

At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.

Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information (“PII”) with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles.  If selected for a role at Intelsat, we may collect and share your PII for these purposes. 

Intelsat is an Equal Opportunity Employer