Customer Experience Analyst

About the role

We are seeking a detail‑oriented and analytical Customer Experience Analyst to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data‑driven recommendations to enhance customer satisfaction and engagement.

Key responsibilities

• Define and document business requirements, workflows, and customer journey maps.
• Lead the design and implementation of CX research methodologies, including surveys, focus groups, and user testing.
• Analyse quantitative and qualitative data to uncover customer insights and create actionable recommendations.
• Create and analyse surveys using CXM tools and develop dashboards and reports to track key CX metrics.
• Present findings and strategic recommendations to stakeholders and senior management.
• Ensure data integrity and maintain accurate documentation of research insights and business processes.
• Collaborate with IT and data teams to integrate customer insights into business intelligence tools and systems.

Required profile

• Knowledge of CX principles and certification in data analysis.
• Bachelor’s degree in Computer Science, Engineering or a related discipline.
• Strong analytical skills with experience in customer data analysis and visualization tools such as Excel and Power BI.
• Excellent communication and presentation abilities to translate data insights into actionable recommendations.
• Experience with IT systems, Microsoft technologies, or system implementation projects is preferred.

Required skills

• Power BI
• Tableau
• Excel
• CXM tools