CX Analyst

Remote - Full Time


A CX analyst acts as the  intersection of customer service and business/data analytics who focuses his/her work on collecting and parsing data, specifically focused on customer service and experiences in order to turn that data into an insightful one. The role of a customer experience analyst is to create exceptional brand and buying experiences for a customer or a prospect, across touchpoints – both digital and physical.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Key Responsibilities

  • Responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.
  • Applying a mix of qualitative and quantitative analysis techniques you will produce insights that help the business improve the customer experience on our websites and apps
  • Drive accountability across all product teams for consistent customer experiences
  • Inspecting and measuring customer experience performance and taking relevant actions
  • Discuss with all stakeholders their on-site tracking and reporting needs. Create reports based on stakeholder requirements and automate processes wherever possible. Ensures stakeholders understand how to interpret and apply VOC data
  • Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
  • Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
  • Liaise with the Customer Operations team to ensure all customer issues are captured, analysed, and triaged for action
  • Create and track metrics to quantify the customer experience.
  • Assist in conducting business process analysis and needs assessments to align information technology solutions with business initiatives

Required Qualifications

  • Bachelor’s degree in a business area discipline (i.e., accounting, investments, or marketing) or equivalent education/experience required
  • Minimum of 4-5 years of work experience in a similar role
  • Experience in CX/UX within a similar profile of organization
  • Good understanding of the customer life cycle, customer satisfaction metrics and how to develop customer performance across the organization
  • High proficiency in Microsoft Office applications, particularly Access and Excel
  • Key :  1) Project management and prioritization 2) Cross-functional collaboration 3) Ability to use Excel/Tableau/SPSS to analyze data and create visuals 4) Use stories to compellingly and effectively present customer feedback to stakeholders 5) Well-developed ability to solve data related problems

Key Competencies

  • Provides data as requested and works with CX Practitioners to display data in easily understandable methods
  •  Synthesizes data and analytics and provides summary interpretation of what it means and how the data helps drive the brand promise
  • Empathy, listening and great communication skills
  • Collaboration and project management
  • Proactive and reliable disposition
  • Data management and analytics
Apply: CX Analyst
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