Analyst - Customer Experience

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

1. Define and document business requirements, workflows, and customer journey maps.
2. Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
3. Ability to analyse quantitative and qualitative data to uncover customer insights.
4. Understanding customer journeys and identifying friction points.
5. Creating and analysing surveys using platforms like CXM tools
6. Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
7. Familiarity with regression, correlation, segmentation, and trend analysis using tools 

PEOPLE MANAGEMENT

1. Support design development of dashboards and reports to track key CX metrics and business performance.
2. Ensure data integrity and maintain accurate documentation of research insights and business processes.
3. Work with IT and data teams to integrate customer insights into business intelligence tools and systems.

PRODUCT / PROCESS IMPROVEMENT

1. Support design development of dashboards and reports to track key CX metrics and business performance.
2. Present findings and strategic recommendations to stakeholders and senior management.

Qualifications

1. Knowledge in CX and Certification in Data Analysis 
2. Bachelors Degree in Computer Science & Engineering or similar disciplines
3. Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI) 
4. Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
5. Experience working on IT system, Microsoft technologies or any system implementation project is preferred
6. Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.