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
