Job Location: Remote
A successful Customer Experience Analyst will be able to provide tactical intelligence to the team through analytics and project management. This role will partner with CX Manager and CX Executive, enabling them to focus on customer frontline responsibilities and complement the team by playing a quarterback role that focuses on projects and ad-hoc deliverables. The person should be a self-starter and resourceful in proposing solutions to operational and project bottlenecks. The role will be the team s go-to-person to understand root cause analysis, subject matter expert for external tools, and coordinator for collaborations.
What you will do :
- Facilitate accurately and efficiently backend processes to support customer s end-to-end journey.
- Regularly improve the Customer Experience framework consisting of internal processes, tech architecture, front facing platforms
- Drive insight-driven initiatives to support business partner s need (Customer Experience Operations team)
- Maintain high service quality through monitoring, audit, and other ad-hoc checks
- Taking ownership of customer success metrics, including NPS, from a company to a personal level.
- Keeping ahead of industry developments and applying best practices to areas of improvement.
- Collaborating with internal stakeholders to develop service procedures, policies and standards that maintain a world class customer experience.
- Demonstrating strong personal values and a commitment that is in line with our mission and company values
What we are looking for:
- Have 4 years experience in at least one of this field – Data Analyst, Quality Assurance, or Process Improvement roles
- Analytical prowess, fluency in Microsoft Excel is a must
- You re the first to roll up your sleeve in any BAU and ad-hoc tasks, while being consistent in driving big ticket initiatives.
- You re able to balance being in both the customer s and company s shoes.
- Enjoy working in fast-paced start-up environments, where uncertainty is a given!
You will shine in this role if you are/have:
- Preferably familiarity with process improvements or project management methodology (Lean Six Sigma, Agile, etc)
- Having experience in the financial services or fintech industries will be an advantage.
- Ability in utilizing data repository tools and construct query independently (i.e. SQL) is an added advantage.
What it is in for you:
- Business wide influence on all things that impact the customer experience, including process, automation, UI/UX and much more.
- Developing and implementing solutions to address the various operational challenges, market dynamics, business needs and regulatory requirements.
- Identify and drive individual and program level CX improvement opportunities
- Explore, contribute, and spearhead continuous improvement projects.
- Discretion on how to apply a vast array of metrics and data to solve challenging and interesting problems.
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