Job Description
We are seeking a detail-oriented and analytical Customer Experience Analyst to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.
Responsibilities
OPERATIONAL
- Define and document business requirements, workflows, and customer journey maps.
- Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
- Ability to analyse quantitative and qualitative data to uncover customer insights.
- Understanding customer journeys and identifying friction points.
- Creating and analysing surveys using platforms like CXM tools
- Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
- Familiarity with regression, correlation, segmentation, and trend analysis using tools
PEOPLE MANAGEMENT
- Support design development of dashboards and reports to track key CX metrics and business performance.
- Ensure data integrity and maintain accurate documentation of research insights and business processes.
- Work with IT and data teams to integrate customer insights into business intelligence tools and systems.
PRODUCT / PROCESS IMPROVEMENT
- Support design development of dashboards and reports to track key CX metrics and business performance.
- Present findings and strategic recommendations to stakeholders and senior management.
Qualifications
- Knowledge in CX and Certification in Data Analysis
- Bachelors Degree in Computer Science & Engineering or similar disciplines
- Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI)
- Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
- Experience working on IT system, Microsoft technologies or any system implementation project is preferred
- Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.
