Customer Experience Analyst I
ConfidentialPune8 days ago
Job descriptionConduct root cause analysis to understand customer pain points and areas of dissatisfaction. Partner with stakeholders to prioritize and address issues affecting the customer journey. Present actionable insights and recommendations to leadership to improve customer satisfaction. Design and manage customer surveys (e.g., Net Promoter Score, CSAT, CES) to gather feedback. Analyze survey results to measure customer satisfaction and identify improvement opportunities. Map and analyze the end-to-end customer journey to identify gaps, inefficiencies, and opportunities for improvement. Collaborate with teams to streamline processes and enhance touchpoints across the customer lifecycle. Work closely with product, marketing, sales, and customer support teams to align initiatives with customer needs and expectations. Act as a customer advocate within the organization, ensuring customer-focused decision-making. Monitor industry trends and best practices in customer experience to recommend innovative strategies. Support the development and implementation of new processes, tools, and technologies to enhance the customer experience. . Work Experience : 2+ years in customer experience, data analysis, or similar roles Knowledge of CX tools like Medallia, Qualtrics, InMoment, Verint, Forsta, SurveyMonkey Experience in market research, voice of customer, or data analysis (preferred) Good communication skills to work with global teams Strong analytical and problem-solving abilities Proficient in Excel, Tableau, or Power BI Clear communication and presentation of insights Ability to handle multiple projects and meet deadlines in a fast-paced setting
Data Analysis & Reporting :
- Collect, analyze, and interpret customer data from various sources such as surveys, feedback forms, CRM systems, and call centers.
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer experience.
- Identify trends, patterns, and areas for improvement based on data insights.
Customer Insights :
Survey Management :
Customer Journey Mapping :
Collaboration & Communication :
Continuous Improvement :
Skills Required
qualtrics , Verint, Excel, Tableau, Power Bi
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Customer Experience • Pune
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