Senior CX Analyst

Job Description

The Customer Experience (CX) Analyst will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty. This role involves analyzing customer feedback, identifying areas for improvement, and collaborating with various departments to ensure a seamless and positive experience for our customers.

Key Responsibilities:

• Develop and implement comprehensive CX strategies to enhance customer satisfaction.
• Work closely with the marketing, sales, product, and support teams to ensure a consistent customer experience.
• Act as a project owner and oversee CX-related projects, monitoring progress and providing regular reports.
• Collect and analyze customer data and feedback from various channels (surveys, reviews, social media, etc.).
• Design customer journey maps to identify key metrics and assess each project's impact on CX.
• Implement monitoring systems to continuously identify customer pain points and opportunities for improvement.
• Identify trends and insights to inform business strategies and create detailed reports and presentations on customer experience metrics and findings.
• Recommend and implement process improvements to enhance customer interactions.
• Develop and maintain customer service standards and guidelines.
• Serve as a liaison between customers and internal teams to address customer needs effectively
• Foster a customer-centric culture within the organization.

Requirements:

• Bachelor's or Master’s degree in Business, Marketing, Communications, or a related field.
• At least 2 years of customer experience, in business analysis, business strategy, or a related role.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in Excel and PowerPoint.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a cross-functional team environment. Strong problem-solving skills and attention to detail.