CX intelligence Senior Specialist

Were looking for a curious data-driven and customer-obsessed Senior Specialist to join our Customer Experience this role youll be the go-to person for customer feedback analyticsspecifically around Net Promoter Score (NPS) Resolution Metrics and deep-dive discovery pieces that drive customer-centric decision-making across the business.

WHATS ON YOUR PLATE
 

• Translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross-functional stakeholders.

• Own and analyze key customer feedback programs and key metrics including NPS resolution feedback and post-interaction surveys. 

• Conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction.

• Collaborate with CX product operations and analytics teams to identify root causes of negative experiences and track the impact of improvements over time.

• Support the Voice of the Customer (VoC) program by ensuring data integrity running feedback loops and highlighting emerging trends such as AI and advanced text analytics. 

• Contribute to discovery research that helps us better understand evolving customer needs especially in high-impact areas like cancellations order issues and support experience.

• Prepare customer experience insight decks for senior leadership and monthly business reviews with MDs ensuring clear storytelling strategic recommendations and data accuracy.

• Assist in building and optimizing dashboards alerts and tracking tools that enable teams to monitor sentiment and resolution performance in real-time.

WHAT DID WE ORDER
 

Qualifications & Experience:

• 35 years of experience in customer insights CX research analytics or a related field.
  Strong analytical skills with experience using tools like Excel SQL Tableau or Looker.

• A working knowledge of survey platforms (e.g. Qualtrics).

• Ability to turn complex data into simple actionable insights.
  Excellent communication and storytelling skills; comfort presenting to cross-functional teams and senior leadership.

• Curiosity proactivity and a drive to improve customer experience at scale.

• Bonus: Experience working in tech e-commerce or logistics industries.

Skills & Competencies:

• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.

• High attention to detail; ability to detect subtle behavioral trends and anomalies.

• Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.

• Proactive self-driven and capable of working across teams to drive cross-functional alignment.

• Strong organizational and time management abilities in a fast-paced deadline-driven environment.

Remote Work :

No

Employment Type :

Full-time