Customer Experience Analyst – Fresh Graduate

About the role

This entry‑level position is designed for recent graduates who are eager to start a career in customer experience and data‑driven insight generation. You will work closely with the contact centre and various support departments to ensure customer queries are resolved efficiently and that actionable insights are delivered to senior management.

Key responsibilities

• Log and track every customer call, ensuring accurate entry into relevant systems.
• Report and highlight customer issues to the appropriate department for timely resolution.
• Support governance forums by preparing status updates, trackers and presentation decks.
• Lead change‑management initiatives to embed CX values into frontline behaviours and performance goals.
• Assist in quality‑assurance activities and ensure compliance with standards and regulations.
• Prepare insight reports, executive summaries and MIS that translate large data sets into clear business actions.
• Explore customer feedback using digital and AI‑supported tools, applying structured thinking and pattern recognition.
• Coordinate between the contact centre and other departments to monitor service quality and productivity metrics.

Required profile

• Fresh graduate (≤1 year of experience) with strong numerical aptitude.
• Comfortable working with structured data and asking the right analytical questions.
• Excellent attention to detail and disciplined approach to data handling.
• Clear communication skills for stakeholder interaction and executive summarisation.

Required skills

• Structured data analysis
• Customer insight utilization
• Digital fluency with AI‑supported tools
• CRM adoption
• Customer advocacy program management
• Pattern recognition