Customer Experience Analyst I

Data Analysis & Reporting:

• Collect, analyze, and interpret customer data from various sources such as surveys, feedback forms, CRM systems, and call centers.
• Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer experience.
• Identify trends, patterns, and areas for improvement based on data insights.

Customer Insights:

• Conduct root cause analysis to understand customer pain points and areas of dissatisfaction.
• Partner with stakeholders to prioritize and address issues affecting the customer journey.
• Present actionable insights and recommendations to leadership to improve customer satisfaction.

Survey Management:

• Design and manage customer surveys (e.g., Net Promoter Score, CSAT, CES) to gather feedback.
• Analyze survey results to measure customer satisfaction and identify improvement opportunities.

Customer Journey Mapping:

• Map and analyze the end-to-end customer journey to identify gaps, inefficiencies, and opportunities for improvement.
• Collaborate with teams to streamline processes and enhance touchpoints across the customer lifecycle.

Collaboration & Communication:

• Work closely with product, marketing, sales, and customer support teams to align initiatives with customer needs and expectations.
• Act as a customer advocate within the organization, ensuring customer-focused decision-making.

Continuous Improvement:

• Monitor industry trends and best practices in customer experience to recommend innovative strategies.
• Support the development and implementation of new processes, tools, and technologies to enhance the customer experience.

.Work Experience:

• 2+ years in customer experience, data analysis, or similar roles
• Knowledge of CX tools like Medallia, Qualtrics, InMoment, Verint, Forsta, SurveyMonkey
• Experience in market research, voice of customer, or data analysis (preferred)
• Good communication skills to work with global teams
• Strong analytical and problem-solving abilities
• Proficient in Excel, Tableau, or Power BI
• Clear communication and presentation of insights
• Ability to handle multiple projects and meet deadlines in a fast-paced setting