customer experience analyst

Snoonu

<div>
 
 🚀 Welcome to Your Next Adventure!
 
 
 
 We&rsquo;re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
 
 
 You&rsquo;ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact &mdash; we&rsquo;d love to hear from you.
 
 
 
 🛠 What You&rsquo;ll Get Your Hands On
 
 
 
 Root Cause &amp; Issue Analytics
 
 
 <ul>
 <li>
 Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
 </li>
 <li>
 Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
 </li>
 <li>
 Develop frameworks to categorize and quantify the impact of systemic CX issues.
 
 
 </li>
 </ul>
 Retention &amp; Churn Analysis
 
 
 <ul>
 <li>
 Analyze customer lifecycle data to understand key drop-off points and churn predictors.
 </li>
 <li>
 Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
 </li>
 <li>
 Identify cohorts at risk and provide insights for lifecycle interventions.
 
 
 </li>
 </ul>
 Behavioral Segmentation &amp; Journey Mapping
 
 
 <ul>
 <li>
 Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
 </li>
 <li>
 Design and run analyses to evaluate the impact of experiments and personalization efforts.
 </li>
 <li>
 Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
 
 
 </li>
 </ul>
 Insight Delivery &amp; Stakeholder Influence
 
 
 <ul>
 <li>
 Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
 </li>
 <li>
 Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
 </li>
 <li>
 Support the continuous improvement of CX KPIs and feedback loops.
 
 
 </li>
 </ul>
 
 🧙&zwj;&male;️ The Magic You Bring
 
 
 
 <ul>
 <li>
 3&ndash;5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
 </li>
 <li>
 Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
 </li>
 <li>
 Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
 </li>
 <li>
 Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
 </li>
 <li>
 Ability to manipulate and analyze large datasets to find actionable insights.
 </li>
 <li>
 Strong problem-solving skills and a hypothesis-driven approach to analysis.
 </li>
 <li>
 Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
 </li>
 <li>
 A growth mindset and curiosity about customer behavior.
 
 
 </li>
 </ul>
 
 ✨ Bonus Points If You Have
 
 
 
 <ul>
 <li>
 Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
 </li>
 <li>
 Background in experimentation (A/B testing, test vs. control).
 </li>
 <li>
 Familiarity with customer segmentation, recommender systems, or churn modeling.
 
 
 </li>
 </ul>
 
 Inside Snoonu&rsquo;s Universe
 
 
 
 Snoonu is Qatar&rsquo;s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
 
 
 
 The Dream We&rsquo;re Chasing
 
 
 
 To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 
 The Quest We&rsquo;re On
 
 
 
 To radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Our Everyday Superpowers
 
 
 
 
 👥 Be Customer Obsessed:
 
 &ldquo;Focus on the customer and all else will follow.&rdquo;
 
 
 
 💪 Act with Integrity:
 
 &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
 
 
 
 🧪 Be Curious and Creative:
 
 &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
 
 
 🏅
 
 Lead by Example and Take Ownership:
 
 &ldquo;Be the change you want to see and take ownership.&rdquo;
 
 
 
 🚀 Work Smart and Deliver Results:
 
 &ldquo;You can do more by doing less, better, and faster.&rdquo;
 
 
 
 👨&zwj;💼 It's All About People:
 
 &ldquo;Be a team player; together we are stronger.&rdquo;
 
 
 
 Perks &amp; Worklife Magic At Snoonu
 
 
 
 
 🌐 Remote &amp; Global Vibes &ndash;
 
 Collaborate with a worldwide crew.
 
 
 
 🧠 Brain Boosters &ndash;
 
 Learning budgets, access to courses, and tools for your growth.
 
 
 
 🚒 Builder&rsquo;s Playground &ndash;
 
 Own your tasks, own your path! We&rsquo;re big on autonomy.
 
 
 
 📦 Shared Success &ndash;
 
 We offer equity because we build this together.
 
 
 
 🌺 Flexible Time Off &ndash;
 
 We take recharging seriously. Generous leave and wellness policies.
 
 
 
 🛠️ Agile Everything &ndash;
 
 Scrum isn&rsquo;t a buzzword here. It&rsquo;s how we roll, from product to ops.
 
 
 
 Beyond the Code: Giving Back Matters
 
 
 
 We don&rsquo;t just build an app. We&rsquo;re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we&rsquo;re always finding ways to do better&mdash;and we invite you to be a part of that mission.
 
 
 
 Diversity Isn&rsquo;t Just a Buzzword
 
 
 
 At Snoonu, fairness and inclusion are the foundation of everything we do. We&rsquo;re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
 
 
 
 Let&rsquo;s Build the Future Together
 
 
 
 Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let&rsquo;s make some tech magic together.
 
 
 Stay in the loop&mdash;connect with us on LinkedIn!
</div>

Customer Experience Analyst

NextEra Energy

<div>Requisition ID: 93621 
At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today. 
Position Specific Description
The Principal Customer Experience Business Analyst will be responsible for designing, measuring, and continuously improving the end‑to‑end customer experience across all customer touchpoints. This role combines customer insights, service quality, and process improvement to reduce complaints, increase satisfaction, and drive loyalty. 
This role will work cross-functionally to understand the voice of the customer, improve processes that cause friction, and ensure that frontline teams deliver consistent, high‑quality experiences aligned with our brand and regulatory requirements. 
Customer Experience Strategy &amp; Leadership<ul><li>
Translate company goals into clear CX and quality objectives, metrics, and action plans.</li><li>
Serve as a champion for the customer in cross‑functional discussions and decision‑making.</li><li>
Identify and prioritize high‑impact initiatives that will improve satisfaction, loyalty, and reduce complaints.</li></ul> 
Service Quality &amp; Process Improvement<ul><li>
Define and maintain quality standards for customer interactions (calls, chat, email, digital, field, etc.).</li><li>
Lead or support continuous improvement efforts to remove defects and reduce effort for customers.</li><li>
Work with operations, product, billing, and technology teams to implement improvements that drive measurable CX and efficiency gains.</li></ul> 
Metrics, Reporting &amp; Analysis<ul><li>
Collect and analyze customer feedback from surveys, reviews, complaints, and social media.</li><li>
Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction.</li><li>
Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty.</li></ul> 
Customer Journey Design &amp; Experience Optimization<ul><li>
Map key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction and improvement opportunities.</li><li>
Translate customer insights into business requirements.</li><li>
Partner with Product, Marketing, Operations, and Digital teams to design and test improved experiences, including self‑service options.</li><li>
Ensure that changes in products, pricing, and policies are reflected in clear customer communications and frontline guidance.</li><li>
Manage implementation of customer experience initiatives and test new improvements.</li></ul> 
Reporting &amp; Recommendations<ul><li>
Present findings and recommendations to leadership.</li><li>
Build business cases for customer experience investments based on ROI analysis.</li><li>
Monitor the impact of implemented changes.</li></ul> 
Key Skills:
Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations. 
Desired Skills:<ul><li>
Project management</li><li>
Customer journey mapping</li><li>
User experience design and improvement</li><li>
Developing and enhancing customer-facing content (e.g. onboarding materials such as welcome letters)</li><li>
Implementing process improvement initiatives that reduce or eliminate pain points for customers</li></ul><div><div><div><h2 class="jobSectionHeader">
Job Overview</h2></div><div>
Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses that support informed decision making within the business unit.
</div></div><div><div><h2 class="jobSectionHeader">Job Duties &amp; Responsibilities</h2></div><div><ul><li>
Conducts analyses and prepares reports that provide operational and/or technical support to business operations</li><li>
Conducts quantitative and qualitative research to support small to medium special projects</li><li>
Assists with process design and modification for continuous business improvement</li><li>
Directs, mentors and coaches lower level analysts</li><li>
Performs other job-related duties as assigned</li></ul></div></div><div><div><h2 class="jobSectionHeader">
Required Qualifications</h2></div><div><ul><li>
High School Grad / GED</li><li>
Bachelor's or Equivalent Experience</li><li>
Experience: 7+ years</li></ul></div></div><div><div><h2 class="jobSectionHeader">
Preferred Qualifications</h2></div><div><ul><li>
Bachelor's Degree</li></ul></div></div></div> 
NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more. 
Employee Group: Exempt 
Employee Type: Full Time 
Job Category: Finance, Accounting &amp; Business Analytics 
Organization: Gexa Energy, LP 
Relocation Provided: No 
NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. 
NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. 
NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor&rsquo;s legal duty to furnish information. 
NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.
.</div>

Principal Customer Experience Analyst

Citi

<div>Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
-
About CITI
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities.
Citi Analytics and Information Management (AIM)
Citi AIM was established in 2003, and is located across multiple cities in India &ndash; Gurugram, Bengaluru, Chennai, and Pune. It is a global community that objectively connects and analyzes information, to create actionable intelligence for our business leaders. It identifies fact-based opportunities for revenue growth in partnership with the businesses. The function balances customer needs, business strategy, and profit objectives using best in class and relevant analytic methodologies.
What do we do?
The North America Consumer Bank &ndash; Customer Experience (CX) Analytics is a specialized function dedicated to understanding, measuring, and improving the interactions and overall satisfaction of customers across all touchpoints with the bank. In today&rsquo;s competitive financial services landscape, delivering a seamless and positive customer experience is critical for retention, loyalty, and growth. Citibank leverages CXA to ensure that every customer journey&mdash;from opening an account to resolving a dispute&mdash;is as smooth and satisfactory as possible. The team collects, analyzes, and interprets customer feedback and interaction data across channels (phone, online, branch, etc.) to identify pain points, trends, and opportunities for service improvement. The team uses these insights to enhance customer satisfaction, streamline processes, and inform business decisions to improve overall customer experience.
Role Description:
The Spec Analytics Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
Responsibilities:<ul><li>
Incumbents work with large and complex data sets (both internal and external data) to evaluate, recommend, and support the implementation of business strategies</li><li>
Identifies and compiles data sets using a variety of tools (e.g. SQL, Python, PySpark) to help predict, improve, and measure the success of key business to business outcomes</li><li>
Responsible for documenting data requirements, data collection / processing / cleaning, and exploratory data analysis; which may include utilizing statistical models / algorithms and data visualization techniques</li><li>
Incumbents in this role may often be referred to as Data Scientists</li><li>
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.</li></ul>
Technical Skills:<ul><li>
Hands-on Experience in Python, SQL &amp; Machine Learning (ML) is a must.</li><li>
Experience with PySpark, Natural Language Processing (NLP), Large Language Models (LLM/Gen AI), and prompt engineering is preferred.</li><li>
Writing clean, efficient, and well-documented code according to design specifications and coding standards.</li><li>
Utilizing version control systems (e.g., Git) to manage code changes, collaborate with team members, and maintain code history.</li><li>
Configuring and maintaining automated build processes (e.g., using Jenkins) to compile code, run unit tests, and create deployable artifacts.</li><li>
Ability to execute the code testing in Dev &amp; UAT environments</li><li>
Deploy code pipelines, follow release procedures, verify post-deployment, and troubleshoot production issues, if any.</li><li>
Understand dependencies, design/consume APIs, ensure data flow integrity, resolve integration issues, and maintain architectural awareness.</li><li>
Capability to validate/maintain deployed models in production</li><li>
Candidates with a background in Customer Experience (CX) analytics is preferred.</li><li>
Exposure to Credit card business is a strong plus for this position.</li><li>
Familiarity with the Software Development Life Cycle (SDLC) is preferred.</li><li>
Prior experience of Agile, Sprints deployment cycle is preferred.</li><li>
Experience working and collaborating with multiple stakeholders</li><li>
Experience in leading small teams and global teams</li><li>
Ability to guide and mentor the junior team members.</li></ul> 
Qualifications:<ul><li>
Bachelor&rsquo;s Degree with at least 5 years of working experience OR Master&rsquo;s Degree with 4 years of working experience.</li><li>
Have the ability to retrieve and manipulation data</li><li>
Possess analytic ability and problem-solving skills</li><li>
Working experience in a quantitative field</li><li>
Willing to learn and can-do attitude</li><li>
Excellent communication and interpersonal skills, be organized, detail oriented, flexible, and adaptive to matrix work environment</li><li>
Ability to build partnerships with cross-function leaders</li></ul> 
Education:<ul><li>
Bachelor's / master&rsquo;s degree in economics / Statistics / Mathematics / Information Technology / Computer Applications / Engineering etc. from a premier institute</li></ul>
-
Job Family Group:
Decision Management
-
Job Family:
Specialized Analytics (Data Science/Computational Statistics)
-
Time Type:
Full time
-
Most Relevant Skills
Please see the requirements listed above.
-
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
-
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. 
 
View Citi&rsquo;s EEO Policy Statement and the Know Your Rights poster.</div>

Customer Experience Analytics Analyst

Andersen Corporation

<div>ANDERSEN CORPORATION SUMMARY:
At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.
Our portfolio of brands &mdash; Andersen Windows &amp; Doors, Renewal by Andersen and Fenetres MQ &mdash; is crafted to serve customers across the new residential, home improvement and light commercial building sector.
Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.
JOB DESCRIPTION:
POSITION SUMMARY: 
This position is responsible for monitoring, evaluating, and improving customer experience performance across various channels. This position collaborates with cross-functional teams to develop and uphold best practices that ensure a consistently high-quality experience at every customer touchpoint. This role manages and leads small to medium-sized projects aimed at strengthening the quality program and driving improvements. Additionally, this role supports business reporting and analysis to uncover trends and generate actionable insights for continuous improvement. This position leads by example the importance of interaction quality to deliver a world class customer experience. 
 
POSITION PRIMARY RESPONSIBILITIES: 
Quality monitoring and evaluation. Reviewing and assessing customer interactions (calls, e-mails, chats) for adherence to quality standards, policies, and procedures. Use scorecards and evaluation tools to measure agent performance and identify trends. 
 
Feedback and coaching support. Provide detailed, constructive feedback to agents and team leaders. Collaborate with training and customer experience teams to address performance gaps and reinforce best practices. 
Generate and analyze quality reports to identify patterns, root causes, and opportunities for improvement. Present findings to leadership and recommend actionable strategies. 
 
Assist in coordinating and executing coaching and quality assurance programs related to calls and customer interactions. 
 
Participate in cross-functional initiatives to enhance customer experience processes. Recommend and implement updates to quality assurance frameworks and evaluation criteria. 
 
Lead calibration sessions to ensure consistency in evaluations across teams. Collaborate with customer experience leaders, supervisors, and specialists to align quality goals with business objectives. 
 
Serves as an advocate for the customer and the organization within the initiatives led. 
 
Stay up to date on industry trends and best practices related to customer experience and incorporate new ideas and strategies as appropriate. 
 
DIRECTION OF OTHERS: 
Although this position does not have direct supervisory responsibilities, this position plays a key role in Influencing and guiding the performance of customer-facing teams by providing coaching support, performance feedback, and quality insights to agents, supervisors, and managers 
 
POSITION MUST HAVE QUALIFICATIONS: 
Bachelor's degree or equivalent experience in quality assurance, customer experience, business, or related field. 
 
2+ years of experience in customer experience, quality assurance, business administration, or related field. 
 
Strong problem-solving and analytical skills, with the ability to collect and interpret data to identify key areas of improvement. 
 
Strong communication and interpersonal skills, with the ability to effectively communicate with employees at all levels of the organization. 
 
POSITION NICE-TO-HAVE QUALIFICATIONS: 
Experience coaching, and/or training world class customer experience teams highly desired. 
 
Experience in conducting and leading calibration sessions 
 
Familiarity with customer satisfaction metrics (CSAT, NPS, CES). 
 
Ability to learn quickly in a changing environment, experience working on a PC, navigating multiple software applications in Microsoft Windows. 
 
COMPENSATION: 
Pay is based on several factors including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process. 
PAY RANGE:
$68,480.00 - $102,720.00
CULTURE AND BENEFITS:
At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window &amp; door company. To support our employees, we provide a comprehensive Total Rewards Package &ndash; a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member&rsquo;s wellbeing and success. While specific benefits may vary by position or location, we&rsquo;re proud to offer a comprehensive Total Rewards Package designed to support your well‑being, growth, and future. Our benefits include:<ul><li>
401 (k) Plan, Employer Fixed Contributions &amp; Company Matching
</li><li>Profit Sharing*
</li><li>Medical, Dental and Vision Coverage*
</li><li>Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA)
</li><li>Life Insurance
</li><li>Paid Time Off &amp; Paid Holidays
</li><li>Paid Maternity Leave &amp; Paid Parental Leave*
</li><li>Career Growth Planning &amp; Nationwide Career Opportunities
</li></ul><ul><li>For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.</li></ul>
PROFIT SHARING: In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.
EEOC EMPLOYER: Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.
We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.</div>

Customer Experience Quality Analyst

<div>Job Summary

We are seeking a Business Insights Analyst based in India (aligned to US Eastern hours) to join the Strategic Growth team. This individual will play a critical role in delivering data-driven insights, executive-ready reporting, and performance analytics that help Product Operations and cross-functional teams optimize operations, elevate the customer experience, and drive measurable value. 
This position will focus on reporting and analytics (especially Sigma), KPI development, and operational performance tracking. This role partners closely with the Sr. Manager of Strategic Growth to enable data-backed decision-making, highlight risks and opportunities, and translate analytics into actionable strategies.

Key Responsibilities 
Reporting &amp; Analytics
<ul>
<li>Data Management: Gather, cleanse, and validate data from ERP, CRM, and operational systems to ensure data accuracy and reliability.</li>
<li>Executive Reporting: Build and maintain dashboards and reports in Sigma, SalesForce, Kibana, and Excel to track business performance, highlight risks, and enable decision-making.</li>
<li>Insights &amp; Trends: Apply descriptive and inferential statistical analysis to identify performance drivers, customer trends, and improvement opportunities.</li>
<li>KPI Development: Define and monitor key operational and customer value metrics to track progress against strategic objectives.
</li></ul>Customer Value Enablement Support
<ul>
<li>Voice of the Customer: Translate operational data into insights that reflect customer impact and support strategic prioritization.</li>
<li>Cross-Functional Alignment: Provide analytics and reporting that help drive accountability and alignment across Customer Care, and Managed Services.</li>
</ul>
Qualifications
<ul>
<li>Education: Bachelor's degree in business, Data Science, Engineering, or a related field (MBA preferred but not required).</li>
</ul>
Experience:
<ul>
<li>5+ years of experience as a Business Analyst / Data Analyst in supply chain, healthcare, or a related industry.</li>
<li>Proven track record in reporting, dashboard development (preferably in Sigma), and KPI design.</li>
<li>Experience supporting executive-level reporting and operational performance reviews.</li>
<li>Prior exposure to automation analytics is a plus.</li>
<li>Technical Skills:</li>
<li>BI &amp; Data Visualization: Strong skills in Sigma (preferred), Power BI, or Tableau.</li>
<li>SQL &amp; Data Querying: Ability to extract, manipulate, and analyze large datasets.</li>
<li>Excel Expertise: Advanced formulas, pivoting, and reporting.</li>
</ul>
Soft Skills:
<ul>
<li>Strong communication and storytelling skills to translate data into executive-ready insights.</li>
<li>Analytical problem-solver with a continuous improvement mindset.</li>
<li>Ability to operate effectively in a global, matrixed organization with minimal supervision.</li>
</ul>
Knowledge, Skills, and Abilities
<ul>
<li>Customer-Centric Mindset: Always connecting analytics to customer value and business outcomes.</li>
<li>Innovative Thinking: Ability to simplify complex data into clear recommendations.</li>
<li>Continuous Learning: Commitment to staying current on emerging technologies and best practices.</li>
<li>Leadership &amp; Independence: Operates autonomously with minimal supervision while keeping stakeholders well-informed.</li>
<li>Certifications: CBIP, Lean Six Sigma, or other analytics/process certifications are a plus.</li>
</ul><div>
GHX: It's the way you do business in healthcare 
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer 
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, &quot;GHX&quot;) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.

Read our GHX Privacy Policy</div></div>

CX Business Analyst

Concentrix

<div>Job Title:
Quality Analyst
Job Description
<h3 class="jobSectionHeader">Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
</h3><h3 class="jobSectionHeader">Job Description:
</h3><h3 class="jobSectionHeader">Key Responsibilities:
</h3><ul><li><h3 class="jobSectionHeader">High performance delivery on all quality parameters.
</h3></li><li><h3 class="jobSectionHeader">Audit chats &amp; calls on Product/process, Communication, and soft skills parameters.
</h3></li><li><h3 class="jobSectionHeader">Conduct audits and feedback for the targeted population with the objective of improving scores ,driving integrity &amp; proficiency.
</h3></li><li><h3 class="jobSectionHeader">Data analysis and creation of designated reports/presentations.
</h3></li><li><h3 class="jobSectionHeader">Participate in calibrations to ensure consistent scoring &amp; feedback delivery approach.
</h3></li><li><h3 class="jobSectionHeader">Communicate to heighten awareness and focus on importance of positive customer experience.
</h3></li><li><h3 class="jobSectionHeader">Make recommendations and drive improvement.
</h3></li><li><h3 class="jobSectionHeader">Reduce the learning curve and help enhance the product/process knowledge of new team members.
</h3></li><li><h3 class="jobSectionHeader">Ensure that internal policies, procedures, and compliance regulations are being followed
</h3></li><li><h3 class="jobSectionHeader">Customer/client Interactions.
</h3></li><li><h3 class="jobSectionHeader">Leverage process knowledge to proactively identify areas of concern &amp; highlight to the change Team.
</h3></li><li><h3 class="jobSectionHeader">Prepare TNA , publish and execute for 100% closure.
</h3></li></ul><h3 class="jobSectionHeader">Desired Skills:
</h3><ul><li><h3 class="jobSectionHeader">Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc.
</h3></li><li><h3 class="jobSectionHeader">Should have minimum 6 month to 1 year experience in working with Social Media LOB&rsquo;s and/or COMO accounts
</h3></li><li><h3 class="jobSectionHeader">Must have the ability to work under pressure.
</h3></li><li><h3 class="jobSectionHeader">Understanding of the Audit &amp; Coaching process.
</h3></li><li><h3 class="jobSectionHeader">Ability to observe, analyze and give constructive feedback.
</h3></li><li><h3 class="jobSectionHeader">Presentation, Feedback &amp; Coaching skills.
</h3></li><li><h3 class="jobSectionHeader">Hands on experience in MS-Office- preferably in MS-Excel and Power Point.
</h3></li><li><h3 class="jobSectionHeader">Interpersonal skills and Teamwork
</h3></li><li><h3 class="jobSectionHeader">Analytical / Quantitative skills
</h3></li><li><h3 class="jobSectionHeader">Data Handling / data interpretation
</h3></li><li><h3 class="jobSectionHeader">Process orientation &amp; structured thinking.
</h3></li><li><h3 class="jobSectionHeader">Prior experience with ads will be considered a plus
</h3></li></ul><h3 class="jobSectionHeader">Disclaimer:-
</h3><h3 class="jobSectionHeader">'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for &lsquo;recruitment&rsquo;, &lsquo;processing&rsquo; or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
</h3>Location:
IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace
Language Requirements:
Time Type:
Full time
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Quality Analyst

Pella

<div>Data Analyst, Digital Pro CX
Urbandale, Iowa (hybrid) 
The Data Analyst on the Digital Pro CX team is responsible for collecting, processing, and analyzing data to assess digital tool performance. This role supports data‑driven decision‑making by evaluating KPIs and synthesizing insights from multiple sources to drive continuous improvements in customer experience.
In this role, you will:
<ul><li>Align with the digital product team to define KPIs for performance tracking.
</li><li>Work with technology partners to collect raw data from systems.
</li><li>Create regular reports for stakeholders, leadership, and the Pro CX team.
</li><li>The Pro CX team will utilize the reports to guide strategic planning and decision‑making.
</li><li>Stakeholders and leaders will use reports for insights and progress tracking.
</li><li>Summarize analytics on performance and trends linked to goals.
</li>Recommend actions to enhance customer experience and guide strategic decisions. 
<li>
</li></ul>QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
<ul><li>3+ years of digital marketing analysis experience.
</li><li>Familiar with Omni-Channel Media Measurement Frameworks (MMM, Incrementality, MTA).
</li><li>Skilled in building dashboards with LookerStudio and Power BI.
</li><li>Proficient with PowerPoint and other presentation tools.
</li><li>Clear data communicator for audiences of all expertise levels.
</li><li>Experienced in Google Analytics, Google Tag Manager, Salesforce, Retool and Oracle Cloud Solutions.</li></ul></div>

Digital Pro CX Analyst

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