Job Details

We are looking for a data-driven and customer-focused Customer Experience Analyst to join our team. In this role, you will analyze customer feedback, behaviors, and service data to identify trends, uncover insights, and recommend improvements that enhance the overall customer journey and satisfaction.

Key Responsibilities:

• Collect, organize, and analyze data from customer feedback channels such as surveys, support interactions, social media, and reviews
• Track and report on key customer experience metrics (e.g., CSAT, NPS, CES)
• Identify pain points in the customer journey and suggest actionable improvements
• Collaborate with customer service, product, marketing, and operations teams to drive CX initiatives
• Create dashboards, reports, and presentations to communicate insights to stakeholders
• Support the design and implementation of customer feedback loops and voice of the customer (VoC) programs
• Monitor and evaluate customer satisfaction trends over time
• Stay updated on CX best practices, tools, and industry trends

Qualifications:

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field
• 1–3 years of experience in customer experience, data analysis, customer insights, or a related role
• Strong analytical skills with proficiency in Excel, SQL, or BI tools (e.g., Tableau, Power BI)
• Familiarity with survey platforms (e.g., Qualtrics, SurveyMonkey, Medallia) and CRM systems
• Excellent communication and presentation skills
• Ability to translate data into clear, actionable insights
• Detail-oriented, curious, and passionate about improving customer experiences

Preferred Skills:

• Experience with customer journey mapping tools
• Knowledge of UX/CX methodologies and design thinking
• Statistical analysis experience using R or Python (optional)
• Bilingual or multilingual capabilities (depending on the market)

What We Offer:

• Competitive salary and benefits
• Opportunities for professional development and growth
• A collaborative, customer-obsessed work culture
• Hybrid or remote work options (if applicable)
• A chance to directly impact customer happiness and loyalty

Educational Requirements:

• Bachelor’s degree in Business, Marketing, Data Analytics, Psychology, Customer Experience, or a related field
• Master’s degree (preferred for senior roles, but not required)

Experience:

• 1–3 years of experience in customer experience, data analysis, customer insights, or a related role
• Experience working with customer feedback, survey data, or voice of the customer (VoC) programs
• Familiarity with customer journey mapping, CX strategy, or service design principles

Technical Skills:

• Proficiency in Excel and data visualization tools (e.g., Tableau, Power BI)
• Working knowledge of data querying tools (e.g., SQL)
• Experience with survey platforms such as Qualtrics, Medallia, or SurveyMonkey
• CRM tool experience (e.g., Salesforce, HubSpot)
• Basic understanding of analytics or statistical software (e.g., R, Python) – optional but a plus

Analytical & Soft Skills:

• Strong analytical and critical thinking skills
• Ability to interpret and synthesize data into actionable insights
• Excellent communication and presentation skills
• High attention to detail and organizational skills
• Ability to work both independently and collaboratively across departments
• Empathy and a deep understanding of the customer mindset

Other Requirements:

• Understanding of customer experience KPIs (NPS, CSAT, CES, churn rate, etc.)
• Strong business acumen and problem-solving ability
• Flexibility to adapt in a fast-paced and evolving environment
• Passion for improving customer experiences and advocating for the customer’s voice