Senior CX Analyst

Job Description

About Tapsi:

TAPSI started its journey in May 2016 with a team of 10 Iranian experts, and today it has transformed into a leading super app in Iran. We offer a wide range of services, including intercity and intracity travel, instant parcel delivery, food ordering, online shopping, and more—all in one platform.

With over 20 million users across 28+ cities and a team of 1,000+ passionate members, TAPSI is constantly expanding and evolving. Our team draws energy from the positive impact we make on people’s daily lives. We are committed to continuous innovation, always seeking ways to improve and grow.

Join TAPSI and discover a place where you can push your limits, innovate, and thrive.

About the Role:

We are seeking a seasoned Senior Customer Experience Analyst to join our CX team. The ideal candidate will have extensive experience in analyzing customer data (Internal Data and Market Research), identifying areas for improvement, and implementing effective solutions to enhance the overall customer journey. This role requires strong analytical skills, excellent communication abilities, and a deep understanding of customer experience principles.

Responsibilities:

• Analyze customer data to identify trends, pain points, and opportunities for improving the customer experience.
• Develop and maintain detailed customer journey maps to understand and optimize customer interactions.
• Collaborate with stakeholders to gather and document business requirements related to customer experience initiatives.
• Design and recommend solutions to enhance customer satisfaction and loyalty based on data insights.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of CX initiatives.
• Work closely with teams across marketing, product, sales, and customer service to ensure a cohesive customer experience.
• Identify and implement process improvements to streamline customer interactions and reduce friction.
• Create detailed reports and presentations to communicate findings and recommendations to senior leadership.
• Stay updated with the latest industry trends and best practices in customer experience management.

Requirements:

• Bachelor's degree in Industrial engineering, Marketing, Information Technology, or a related field; MBA preferred.
• Proven experience as a Business Analyst, with a focus on customer experience.
• Strong analytical skills and proficiency in data analysis tools such as Excel, SQL, and Power BI, experience with Python and PySpark is a plus.
• Excellent communication and leadership skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.