customer experience analyst

FMCG

Job SummaryThe 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<ul><li>Collect, analyze, and interpret customer feedback from surveys, call logs, CRM systems, and digital platforms</li><li>Track and report customer experience KPIs such as CSAT, NPS, CES, retention, and churn</li><li>Analyze customer journeys to identify pain points and improvement opportunities</li><li>Prepare dashboards, reports, and presentations for management review</li><li>Work closely with cross-functional teams (Sales, Marketing, Operations, Support) to implement CX improvements</li><li>Conduct root cause analysis for customer complaints and service failures</li><li>Monitor customer trends, behavior patterns, and satisfaction levels</li><li>Support VOC (Voice of Customer) programs and feedback loops</li><li>Recommend data-driven strategies to enhance customer engagement and loyalty</li></ul>Key Skills &amp; Competencies<ul><li>Strong analytical and data interpretation skills</li><li>Proficiency in MS Excel, Power BI, Tableau, or similar analytics tools</li><li>Understanding of customer experience metrics and frameworks</li><li>Excellent reporting, presentation, and communication skills</li><li>Ability to translate data into actionable insights</li><li>Attention to detail and problem-solving mindset</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Marketing, Statistics, Data Analytics, or a related field</li><li>2&ndash;4 years of experience in customer experience, business analysis, or data analysis</li><li>Experience working with CRM systems</li></ul>Job Type: Full-timePay: From Rs85,000.00 per monthWork Location: In person

Customer Experience Analyst

Eminent4U

About Eminent4U Private Limited:We offer more than just a job; it's a career opportunity that transcends the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.Job Purpose:As Customer Service Analyst (Female | Reviews), you will be the voice of the company in customer interactions, responsible for pitching reviews on multiple platforms and engaging with customers to address their concerns, answer questions, and express appreciation for positive feedback. This role plays a crucial part in meeting daily review targets and maintaining detailed records of customer interactions.Responsibilities and KPIs:<ul><li>Customer Interaction &amp; Support:</li><li>Act as the voice of the company in customer interactions.</li><li>Pitch reviews on multiple platforms and engage with customers.</li><li>Meet daily review targets and maintain detailed records of customer interactions.</li><li>Analyze customer feedback to identify recurring themes and opportunities for improvement.</li><li>Ensure quality and compliance standards in all interactions.</li><li>Product Knowledge &amp; Expertise:</li><li>Relationship Management:</li><li>Build and sustain lasting relationships with customers to encourage repeat business and ongoing satisfaction.</li></ul>Skills and Qualifications:<ul><li>Excellent communication and conversation skills.</li><li>Team-oriented mindset.</li><li>Attention to detail and ability to multitask.</li><li>Proven ability to listen actively and respond to customer needs effectively.</li><li>Strong multitasking abilities.</li><li>Team-oriented mindset.</li><li>Time punctuality and problem-solving skills.</li><li>Flexibility and adeptness in managing and exceeding KPIs.</li><li>Willingness to go the extra mile for customer satisfaction.</li></ul>Job Type: Full-Time | PermanentSalary: Up to PKR 150,000 per month | Tier base model with commission, Incentives and KPIs along with other fringe benefits (i.e. Annual Bonus, Anniversary Bonus, Punctuality, Weekday &amp; Birthday Allowance, etc.)Location: PECHS, Block-6, Karachi.Timings: Afternoon Shifts (1:00 PM - 09:30 PM | 2:00 PM - 10:30 PM) with alternate weekends off.Email: careers@eminent4u.comJob Type: Full-timePay: Up to Rs150,000.00 per monthApplication Question(s):<ul><li>Rate your spoken English on a scale of 1-05 (05 being highest)</li></ul>Experience:<ul><li>International Call Centre: 1 year (Preferred)</li></ul>Work Location: In person

Customer Service Analyst (Female | Reviews)

Progressive

<div>Progressive is dedicated to helping employees move forward and live fully in their careers. Your journey has already begun. Apply today and take the first step to Destination: Progress. 
 
As a senior data analyst on the Customer Experience (CX) Customer Revenue team, you'll join a business team within the Customer Relationship Management (CRM) organization, dedicated to shaping the future of customer engagement and revenue growth. In this role, you&rsquo;ll advance initiatives that enhance customer experience and deliver measurable business results. Working with process consultants, analysts, data scientists, marketing strategists, BI developers, and senior leadership, you&rsquo;ll find opportunities and test the delivery of marketing treatments, advance product offer decisioning, and develop new reports and tools that enable high-quality outcomes. Additionally, you&rsquo;ll work with strategic partnerships across the business and collaborate with third-party vendors to support our goal to increase revenue per customer and share of wallet through data-driven insights. 
 
Remote work allowed 
 
 Must-have qualifications<ul><li>
A minimum of six years of analytical work experience.</li><li>
{OR} Bachelor's degree or higher and a minimum of five years of analytical work experience.</li><li>
{OR} Bachelor's degree or higher in a quantitative field of study and a minimum of three years analytical work experience.</li></ul> 

 Preferred skills<ul><li>
Technical proficiency and experience in data manipulation using tools such as SQL, SAS, Snowflake, Alteryx, Tableau, or R.</li><li>
An analytical approach with a critical thought process that uses data to drive decisions and discussions.</li><li>
Strong communication skills, both verbal and written, with the ability to present insights clearly to diverse audiences.</li><li>
Exceptional data management and multitasking abilities, thrive in a fast-paced environment, and collaborate with others to achieve team goals.</li><li>
Experience with A/B testing frameworks and familiarity with AI as we continue to innovate and explore opportunities.</li></ul> 

Compensation
<ul><li>$81,400 - $108,500/year</li><li>
Gainshare annual cash incentive payment up to 30% of your eligible earnings based on company performance</li></ul> 

Benefits<ul><li>
401(k) with dollar-for-dollar company match up to 6%</li><li>
Medical, dental &amp; vision, including free preventative care</li><li>
Wellness &amp; mental health programs</li><li>
Health care flexible spending accounts, health savings accounts, &amp; life insurance</li><li>
Paid time off, including volunteer time off</li><li>
Paid &amp; unpaid sick leave where applicable, as well as short &amp; long-term disability</li><li>
Parental &amp; family leave; military leave &amp; pay</li><li>
Diverse, inclusive &amp; welcoming culture with Employee Resource Groups</li><li>
Career development &amp; tuition assistance</li></ul> 
 
Energage recognizes Progressive as a 2025 Top Workplace for: Innovation, Purposes &amp; Values, Work-Life Flexibility, Compensation &amp; Benefits, and Leadership.
 
 
Equal Opportunity Employer 
 
Applicants must be authorized to work for any employer in the U.S. without the need or potential need, of current or future sponsorship for employment. Progressive does not hire candidates with (e.g., F-1 CPT, OPT, or STEM OPT, H-1B, O-1, E-3, TN) statuses for this role. 
 
 For ideas about how you might be able to protect yourself from job scams, visit our scam-awareness page at https://www.progressive.com/careers/how-we-hire/faq/job-scams/</div>

Data Analyst Senior

About Eminent4U Private Limited:Join a dynamic team that goes beyond the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.Job Purpose:As a Customer Escalation Analyst at Eminent4U Private Limited, you are pivotal in fostering excellent customer relations and maintaining the integrity of our services. Your role involves direct interaction with customers to resolve issues, retain clients, and enhance overall satisfaction.Responsibilities:<ul><li>Receive and investigate customer inquiries, complaints, and issues through various communication channels.</li><li>Provide timely and effective resolutions to customer concerns, ensuring customer satisfaction.</li><li>Professional Letter and Email Writings to resolute the complaints and queries as per FCA protocols.</li><li>Communicate with customers professionally and empathetically, actively listening to their needs and concerns.</li><li>Clearly explain solutions, policies, and procedures to customers.</li><li>Analyze customer issues to identify root causes and recommend solutions.</li><li>Collaborate with other departments to resolve complex problems.</li><li>Maintain detailed records of customer interactions, complaints, and resolutions.</li><li>Ensure that customer information is accurate and up to date in the database.</li><li>Identify trends and recurring issues and suggest process improvements to prevent future problems.</li><li>Work with the team to streamline customer resolution procedures.</li><li>Collect and document customer feedback and suggestions for product or service improvement.</li><li>Share valuable customer insights with the appropriate departments.</li><li>Educate customers about products, services, and features to optimize their experience</li><li>Provide information on policies and procedures when necessary.</li></ul>Competency and Qualifications:<ul><li>Demonstrates a genuine commitment to meeting customer needs and providing a positive customer experience.</li><li>Identifies and resolves customer issues effectively.</li><li>Communicates with customers clearly, professionally, and empathetically.</li><li>Shows understanding and compassion towards customers' concerns and issues.</li><li>Adapts to varying customer needs and challenges.</li><li>Ensures accurate record-keeping and issue resolution.</li><li>Works effectively with team members and other departments.</li><li>High school diploma or equivalent (Bachelor's degree preferred).</li><li>At least two years of experience in customer service or a related role.</li><li>Strong customer service and conflict resolution skills.</li><li>Excellent communication skills, both verbal and written.</li><li>Empathetic and patient, with a customer-centric approach.</li><li>Proficiency in using customer service software and databases.</li></ul>Why Join Eminent4U Private Limited?<ul><li>Handsome Pay along with other fringe benefits.</li><li>Opportunity to work in a dynamic and inclusive environment focused on professional growth and employee satisfaction.</li><li>Afternoon Shifts: 01:00 pm till 09:30 pm | 02:00 pm till 10:30 pm PST with alternate weekends off.</li></ul>Job Type: Full-Time | PermanentExperience: at least 2-3 years of experience in similar capacitySalary: Up to PKR 150,000 per monthLocation: PECHS, Block-6, Karachi.Email: careers@eminent4u.comJob Type: Full-timePay: Up to Rs150,000.00 per monthExperience:<ul><li>Customer Service: 2 years (Preferred)</li><li>Customer Resolution: 2 years (Required)</li></ul>Work Location: In person

Customer Escalation Analyst

Holiday Inn Club Vacations

<div>
 At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We&rsquo;re committed to growing our people, memberships, resorts and guest love. That&rsquo;s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we&rsquo;re looking for you.
 
 
 POSITION DESCRIPTION:
 
 
 The Data Analyst, Customer Modeling plays a foundational role in supporting the development, validation, and operationalization of customer models that drive activation, usage, conversion, retention, and channel efficiency. Reporting to the Data Scientist, this role conducts exploratory analysis, prepares modeling datasets, builds reporting to measure model performance, and ensures data integrity across source systems.
 
 
 This analyst enables the business to scale its predictive modeling capability by delivering the data foundations, analytical inputs, and performance insights required for continuous model improvement.
 
 
 ESSENTIAL DUTIES AND TASKS (up to five): % of Time (equals 100%)
 
 
 <ul>
 <li>
 Support predictive model development
 </li>
 <ul>
 <li>
 Prepare datasets, engineering features, running exploratory data analysis, identifying data gaps, and documenting variable definitions used in modeling. (30%)
 </li>
 </ul>
 <li>
 Execute model validation and testing workflows
 </li>
 <ul>
 <li>
 Support the development of holdouts, A/B test setup, back-testing, lifecycle measurement, and producing KPI reporting. (30%)
 </li>
 </ul>
 <li>
 Validate and enhance modeling data
 </li>
 <ul>
 <li>
 Partner with the Data Scientist and Technology teams to investigate data quality issues, understand EDW transformations, validate upstream/downstream dependencies, and improve the accuracy and completeness of modeling datasets. (15%)
 </li>
 </ul>
 <li>
 Develop and maintain analytical reporting
 </li>
 <ul>
 <li>
 Track model performance, funnel impacts, audience behavior, and test outcomes - providing clear insights that inform optimization. (15%)
 </li>
 </ul>
 <li>
 Ensure modeling documentation, reproducibility, and data hygiene
 </li>
 <ul>
 <li>
 Lead documentation of versioning, queries, definitions, and clear process documentation. (10%)
 
 </li>
 </ul>
 </ul>
 This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
 
 
 
 Supervisory Responsibilities
 
 
 
 None.
 
 
 
 EDUCATION And/or EXPERIENCE
 
 
 
 <ul>
 <li>
 BA/BS in Data Science, Statistics, Analytics, Computer Science, Business Intelligence, or related field.
 </li>
 <li>
 1&ndash;3 years of experience in an analytics, BI, research, or data operations role
 </li>
 <li>
 Hands-on experience with SQL and working with large datasets.
 </li>
 <li>
 Basic working knowledge of Python or R, or strong willingness to learn for modeling support.
 </li>
 <li>
 Experience in PowerBI, Amplitude, or similar analytics tools preferred.
 </li>
 <li>
 Understanding of marketing funnels, experimentation, or customer lifecycle data is a plus but not required.
 
 
 </li>
 </ul>
 CERTIFICATES, LICENSES, REGISTRATIONS
 
 
 Valid driver&rsquo;s license and reliable transportation (required). This role may include on-site content capture at resorts and other properties.
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Strong analytical thinker with the ability to break down complex data problems and translate findings into structured insights.
 </li>
 <li>
 Detail-oriented with a commitment to data accuracy, documentation, and reproducibility.
 </li>
 <li>
 Comfortable learning new tools, data environments, and analytical methodologies quickly.
 </li>
 <li>
 Able to communicate clearly with both technical and non-technical partners.
 </li>
 <li>
 Highly organized; able to support multiple projects in a fast-paced environment.
 </li>
 <li>
 Curious, proactive, and motivated to understand customer behavior and business performance drivers.
 
 
 </li>
 </ul>
 PHYSICAL DEMANDS
 
 
 While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, bend, twist, reach, push, pull, and operate office machinery. Must be able to lift up to thirty pounds.
 
 
 WORKING CONDITIONS
 
 
 The majority of work will be performed in a climate-controlled office environment at the Corporate Headquarters in Orlando, Florida. Occasional travel to resorts and locations for content gathering may be required. Employee may be exposed to inclement weather and varying degrees of temperature while on property.
 
 
 WORK SCHEDULE/HOURS
 
 
 This is a hybrid role. Schedules may vary depending on business needs and may include occasional nights, weekends, and holidays
</div>

Customer Modeling Analyst

Accenture

Skill required: Omnichannel - Customer Communications 
Designation: Customer Contact Comms Senior Analyst 
Qualifications:Any Graduation
 
Years of Experience:5 to 8 years
 
About Accenture 
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
 
What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers &amp; giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face. 
What are we looking for? &bull;Ability to establish strong client relationship &bull;Commitment to quality &bull;Agility for quick learning &bull;Problem-solving skills &bull;Ability to perform under pressure
 
Roles and Responsibilities: &bull;In this role you are required to do analysis and solving of increasingly complex problems &bull; Your day to day interactions are with peers within Accenture &bull; You are likely to have some interaction with clients and/or Accenture management &bull; You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments &bull; Decisions that are made by you impact your own work and may impact the work of others &bull; In this role you would be an individual contributor and/or oversee a small work effort and/or team &bull; Please note that this role may require you to work in rotational shifts
 
Any Graduation

Customer Contact Comms Senior Analyst-Voice

Community Phone

<div><ul><li>Community Phone</li></ul> 
Community Phone is building the best phone for communities in America. We are your hair salon&rsquo;s business phone, how your auto-body shop texts you or gets appointments, your local government agency&rsquo;s operations line, and your mom&rsquo;s phone that she sometimes answers on her computer. We have more than 20,000 customers today, and are building the missing phone. 
Our team is ~80 people strong, across 15 countries. We are growing quickly, backed by Y Combinator Accelerator and Y Combinator&rsquo;s Continuity Fund. We are customer-obsessed to the core. When we had a major network outage, everyone from recruiters to engineers to marketers to customer support agents got on the phone with our customers. Our team exemplifies our purpose. Join us on our mission to make it as easy as possible for communities to communicate.<h1 class="jobSectionHeader"> 
 About the role</h1>
We are seeking a Quality and Compliance Analyst to help ensure every customer interaction is accurate, compliant and high quality. You will monitor and evaluate real calls, chats and emails, provide clear feedback that drives performance improvements and help safeguard both customer trust and internal compliance standards. This role is ideal for someone with strong attention to detail, excellent written communication skills and a real curiosity to understand how things work.<h1 class="jobSectionHeader">
 You will...</h1><ul><li>
Review and evaluate customer interactions against quality standards</li><li>
Score calls, chats and emails accurately and consistently</li><li>
Flag compliance issues and help prevent repeat violations</li><li>
Provide clear, constructive, actionable feedback</li><li>
Collaborate with team leads to strengthen the agent experience and overall customer satisfaction</li><li>
Report trends and insights to support quality improvements</li></ul><h1 class="jobSectionHeader">
 You are...</h1><ul><li>
Curious and observant with a strong eye for detail</li><li>
A clear and professional communicator in writing</li><li>
Comfortable giving and receiving feedback</li><li>
Motivated to learn and improve continuously</li><li>
Experienced in QA or customer support is a plus but not required</li></ul><h1 class="jobSectionHeader"> 
 Community Phone Culture</h1>
Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission and see the remote first environment as a bonus.
Beyond the job description, here are some traits members of our team share: 
We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles. 
Efficiency in everything. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values. 
We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers. 
We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders. 
We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we're able to achieve our goals and create exceptional products. 
We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.<h1 class="jobSectionHeader"> 
 Compensation</h1>
We are hiring globally and paying $2.60/hour as a base salary with additional performance based incentives 
Shifts
Our shifts are US timezone based, we are open every day from 9 am EST to 9 pm EST, you can expect to work on weekends on a rotating basis</div>

Quality and Compliance Analyst - Pakistan

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