Customer Experience Analyst

Key Responsibilities:

• Analyze customer feedback from surveys, complaints, and service interactions.
• Monitor customer satisfaction metrics such as CSAT, NPS, and Customer Retention Rate.
• Identify gaps in customer service processes and recommend improvements.
• Prepare reports and dashboards on customer experience performance.
• Work closely with marketing, sales, and operations teams to improve the customer journey.
• Track customer complaints and ensure timely resolution.
• Conduct customer journey mapping and identify pain points.
• Support implementation of customer experience strategies and initiatives.
• Provide insights based on data analysis to improve products and services.
• Ensure a high standard of customer satisfaction across all touchpoints.

Requirements:

• Bachelor’s or Master’s degree in Business Administration, Marketing, or a related field.
• 2–4 years of experience in customer experience, customer service analysis, or a similar role.
• Strong analytical and problem-solving skills.
• Proficiency in Excel, Power BI, or data analysis tools.
• Excellent communication and reporting skills.
• Ability to analyze data and convert insights into actionable recommendations

Job Type: Full-time

Pay: From Rs85,000.00 per month

Work Location: In person