Analyst - Customer Experience

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.