CX Assistant Manager (CX Insight Analyst)

Qualifications

• Min 5+ years of experience in a CX Insight Analyst or similar role.
• Strong proficiency in Python and SQL for data analysis and reporting.
• Having strong knowledge of persona analysis, customer journey mapping and design thinking methodology preferably in Banking & Finance sector
• Collaborate with cross-functional agile teams and outsource consultants, to ensure a cohesive and customer-centric approach in decision-making processes.
• Strong communication and presentation skills to effectively convey findings to technical and non-technical stakeholders
• Familiarity with customer experience technologies and tools
• Experience in quantitive and qualitive research methodologies.
• Ability to work collaboratively in a team environment and manage multiple priorities.
• Solution oriented, analytical thinking and research skills
• Strong leadership and project management skills.
• Strong command of written and verbal English

Job Descriptions

• Analyze customer feedbacks and share the insights obtained with relevant individuals / teams in understandable, actionable formats and monitor CX related KPIs such as NPS, CSAT, CES.
• Utilize Python and SQL to extract, manipulate, and analyze large datasets.
• Monitor customer feedback and complaints daily, maintain communication with Sales Management, Contact Center, Product, and Segment teams for customers requiring immediate action, and establish an alert system.
• Develop and maintain dashboards and reports for CX metrics, ensuring accurate and timely delivery of insights to stakeholders.
• Work closely with Product, Segment and UX teams to translate insights into tangible actions and improvements across various customer touchpoints.
• Lead and support journey mapping processes, collaborating with cross-functional teams to optimize end-to-end customer journeys.
• Monitor and evaluate the impact of CX initiatives and provide recommendations for continuous improvement.