We are looking for a Customer Experience (CX) Analyst who is responsible for examining every touchpoint of the customer journey to identify pain points and opportunities for improvement. In this role you鈥檒l be responsible for bridging the gap between raw data and actionable strategy, ensuring that the voice of the customer drives business decisions.
Your Contribution to Something Big:
- Gathering feedback from various channels including post-interaction surveys, social media, market places, review sites, and direct customer complaints
- Visualizing the end-to-end customer lifecycle to identify touchpoints where the company either wins or loses customer satisfaction
- Investigating drops in touchpoint scores to find the underlying operational or technical issues
- Develop and maintain data flows using Python and APIs to retrieve, transform, and prepare data from external platforms for analysis and reporting
- Improving transparency inside the company with building reporting structure and developing projects to improve service quality
- Providing New Data Tool Solutions, organizing trainings related to Data Security, Automation and Data Visualization topics
- Data Source Responsibility of CRM systems, ERP systems and other business platforms
- Creating dashboards and reports that translate complex sentiment data into clear, executive-level summaries