Learn Data Skills
Eric Groesch

Eric Groesch

Manager, Customer Experience Feedback & Insights


My Portfolio Highlights

My New Course

Introduction to SQL

Insights conductor, orchestrating a symphony of knowledge from data streams.

My Work

Take a look at my latest work.


Introduction to SQL


Intermediate SQL


Introduction to ChatGPT

My Certifications

These are the industry credentials that I’ve earned.

Other Certificates

Tableau Tableau Desktop Specialist

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Hyland | Mar 2022 - Apr 2023

Manager, Customer Experience Feedback & Insights

♦ Led a team of five data analysts and business analysts supporting Customer Experience and Customer Success to support operational metrics and insights for the department and organization. Effectively utilized tools such as Tableau Desktop, Tableau Prep, Medallia, Gainsight and Totango to improve customer experience measurement and customer success operations. ♦ Responsible for collecting, analyzing, and interpreting customer success data and Voice of Customer data to inform the business of areas of improvement and optimization of the customer experience. ♦ Led major business transformation projects including implementation of Totango for Customer Success and transition of the Net Promoter program from Medallia to Totango. ♦ Ensured timely delivery of Net Promoter Score (NPS) and Annual Recurring Revenue (ARR) results and analysis for executive board by creating and sharing monthly ARR insights slide deck and actively participating in monthly meetings to share updates on Voice of Customer program to CEO, CFO, and other leaders. ♦ Created a Tableau dashboard that used data from multiple data sources in the organization to track Customer Success Managers (CSM) quarterly variable compensation performance, which resulted in the most viewed workbook on the Tableau Server.
Show More

Hyland | Sep 2021 - Mar 2022

Team Lead, Customer Experience Feedback & Insights

♦ Led a team of four data analysts and resource management analysts to improve the quality of data visualizations and feedback insights for leaders across the company. ♦ Revamped the Customer Relationship survey program using a data-led approach to identify engaged contacts which allowed us to better target the right people to be surveyed. This led to a 2% increase in the response rate and decreased bad contacts by 80k. ♦ Trained team on utilizing Figma to create more engaging and professional Tableau Dashboards. ♦ Using Tableau, developed a dashboard and metrics for the Customer Care team that created and tracked average first response time. This led to a 30% increase in average first response time within 3 months of dashboard implementation. ♦ Increased the reference-able customer list by 20+% YoY by partnering with Reference Team to build a dashboard that provided real time insight into who the reference-able customers were. ♦ Increased team efficiency by improving the tracking of escalations and reducing manual review work by 98%, and increased the rate at which insights were brought to the team by 50% by partnering with resource management analysts and improving the tracking of escalations from Customer Care tickets to uncover the causes of escalations.

Hyland | Nov 2018 - Sep 2021

Data Analyst III

♦ Lead the implementation and administration of the Medallia feedback platform for both Customer and Employee Experience programs. ♦ Presented feedback insights from Employee Experience surveys and Customer Experience surveys to top level executives and leaders in quarterly meetings, partnering with Hyland HR Business Partners. ♦ Used Tableau Desktop and Tableau Prep for creating impactful data insights, dashboards and visualizations for team members and leadership that produced insight into the customer experience as well as operational data and metrics. ♦ Developed data processes to improve execution of Tech Bulletins to impacted customers by shifting an old process to Tableau Prep and Tableau Desktop. ♦ Lent my skills to the Product Management and Community teams to develop dashboards and insights for their operational analytics.

Hyland | May 2012 - Nov 2018

Customer Experience Analyst

Customer Experience ♦ Developed Net Promoter (NPS) analytics and reporting when Customer Experience launched at Hyland (2012) using Satmetrix, excel pivot tables and publishing monthly, quarterly and yearly insights on customer and reseller feedback to leaders and executives. ♦ Enhanced the Net Promoter (NPS) analytics and reporting by utilizing Tableau to build intuitive and interactive reports and dashboards that visualize survey feedback and trends. ♦ Designed Tableau dashboards to provide insight into customer and reseller feedback for the Hyland Customer Experience Lounge where these interactive dashboards are displayed on 3 large touchscreen TVs in the heart of Hyland’s R&D and customer training building. ♦ Subject Matter Expert for Customer Experience for project to convert from using Satmetrix survey software to using own OnBase product (Unity Forms) to collect Voice of the Customer feedback. Employee Experience ♦ Collaborated with Hyland HR department to provide analytics and insights into employee survey feedback by helping to implement the Net Promoter (NPS) methodology for employees, one of earliest companies to adopt NPS for Employee Experience (EX) at the time. ♦ Identified areas were employee feedback overlapped or related to customer feedback to drive improved experiences for customers and employees. ♦ Evolved employee feedback analytics from manual excel pivot table insights into interactive Tableau reports and dashboards provided to Hyland executives on a quarterly basis. ♦ Built Tableau dashboards for analytics and insights for Management survey process (recognized as player of the week).

Equity Trust Company | Jun 2010 - May 2012

Team Lead

Leadership Rotation: Team Lead of Accounting & Reporting -Manage team responsible for account fee collection, fee disputes, annual billing, fair market valuations, tax forms and quarterly statements -Work collaboratively with client services to help resolve escalated client situations and requests -Managed project to move over 400 qualified plan accounts to our sister company, Sterling Trust Company -Identified to participate in a new Customer Experience Committee Service Excellence Rotation: -Managed Voice of the Customer program and Net Promoter Score initiatives -Implemented system enhancements for real time integration between Vovici survey platform and Salesforce and doubled our survey responses -Decreased the time from three weeks to real time for customer feedback and analytics -Worked to obtain more reliable transaction data and completion of survey calls which contributed to a 30 point increase in Net Promoter Score -Implemented sister company, Sterling Trust Company’s, Net Promoter Score program one month ahead of goal -Presented on Net Promoter Score and Voice of the Customer to Equity Trust and Sterling Trust management team Client Services Rotation: -Answered client questions in call center environment concerning their IRAs, investments, IRS laws and regulations and company policies and procedures -Developed First Call Resolution measurements utilizing Cisco metrics and Salesforce metrics and is used as a key measurement for our client services department -Managed on-boarding of new hire class

Thomson Reuters | May 2009 - Jun 2010

Publishing Intern

Contacted state agencies to acquire proposed regulation changes and publish them to the online databases of Westlaw and Netscan. Conducted text audits of state administrative rules and regulations published on Westlaw.

OFFICE OF COMMUNITY OUTREACH/Baldwin-Wallace College | Sep 2006 - Jan 2009

Student Assistant

Worked on program databases and surveys using Microsoft Word, Excel, and Publisher Answer and direct questions about community service from faculty, staff, students, and community members Called community partners to help set up service days such as Saturday of Service and Berea Service Day



Visited wards of the court at nursing homes, checked on their wellbeing and filed reports to the court based on my findings during visits Went beyond my requirements as an Intern and helped to create a new Probate Court website which required me to teach myself how to use Adobe Flash CS3. The website can be viewed at: http://www2.lakecountyohio.org/ probate

My Education

Take a look at my formal education

BA, Business Management, Leadership, EntrepreneurshipBaldwin Wallace University | 2010
Eastlake North High School | 2006

About Me

Eric Groesch

I am a data + people driven leader with over 10+ years experience with Customer and Employee Experience programs with a demonstrated history of using Net Promoter Score and feedback to improve and enhance the customer & employee experience

Powered by

  • Work
  • Certifications
  • Courses
  • Experience
  • Education
  • About Me
  • Create Your Data Portfolio for Free