Customer Experience Analyst

Job Summary

The Customer Experience Analyst is responsible for analyzing customer interactions, feedback, and journey data to improve overall customer satisfaction and loyalty. This role focuses on identifying gaps in customer experience, measuring performance through key metrics, and providing actionable insights to enhance service quality and business processes.

Key Responsibilities

• Collect, analyze, and interpret customer feedback from surveys, call logs, CRM systems, and digital platforms
• Track and report customer experience KPIs such as CSAT, NPS, CES, retention, and churn
• Analyze customer journeys to identify pain points and improvement opportunities
• Prepare dashboards, reports, and presentations for management review
• Work closely with cross-functional teams (Sales, Marketing, Operations, Support) to implement CX improvements
• Conduct root cause analysis for customer complaints and service failures
• Monitor customer trends, behavior patterns, and satisfaction levels
• Support VOC (Voice of Customer) programs and feedback loops
• Recommend data-driven strategies to enhance customer engagement and loyalty

Key Skills & Competencies

• Strong analytical and data interpretation skills
• Proficiency in MS Excel, Power BI, Tableau, or similar analytics tools
• Understanding of customer experience metrics and frameworks
• Excellent reporting, presentation, and communication skills
• Ability to translate data into actionable insights
• Attention to detail and problem-solving mindset

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Statistics, Data Analytics, or a related field
• 2–4 years of experience in customer experience, business analysis, or data analysis
• Experience working with CRM systems

Job Type: Full-time

Pay: From Rs85,000.00 per month

Work Location: In person