Customer Experience Analyst

What you’ll do:

We are seeking a highly analytical and customer-focused individual to join our team as a Customer Experience Analyst. In this role, you will be responsible for analyzing customer ratings and reviews, identifying areas for improvement, and implementing strategies to enhance the overall customer experience.

• Analyze customer ratings, reviews, and feedback to identify problem areas and gather insights.
• Utilize data analysis techniques to assess customer sentiment and satisfaction levels
• Proactively reach out to customers to gather additional feedback and insights regarding their experiences.
• Collaborate with cross-functional teams including commercial, customer service, and marketing to address customer concerns and improve processes.
• Develop and implement initiatives to enhance the overall customer experience based on data-driven insights.
• Monitor key performance indicators (KPIs) related to customer satisfaction and track progress over time, such as NPS (Net Promoter Score), customer retention rate, repeat purchases, etc.
• Stay updated on industry trends and best practices related to customer experience management.

What you’ll need:

• Bachelor's degree in any field.
• 2+ years of experience in data analysis, customer insights, or a related role.
• Strong analytical skills with the ability to interpret and draw insights from large datasets
• Excellent communication skills with the ability to articulate insights and recommendations to stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience working with Excel for data analysis and reporting