Customer Experience Analyst
Job Description
To analyze customers’
feedback, determine their satisfaction and interpret the results to the
management. Leverage data to develop solutions that enable the achievement of a
strong Customer Value Proposition (CVP).
Monitor Customer Experience performance to
enable consistent superior delivery. Lag indicators of this are such as growth
in retained customer numbers, persistency, Customer Satisfaction Index, NPS
& TCF Index
Customer Data Analytics & Reporting
- Applying
a mix of qualitative and quantitative analysis techniques you will produce
insights that help businesses improve the customer experience through the
call centre and ultimately increase conversion.
- Provides
analytical support for multiple, complex cross-functional projects
simultaneously, establishes work plans and timelines; coordinates with
internal and external resources.
- Oversees
the execution of analytic projects – from data extraction and collection,
to data compilation, cleansing and analysis.
- May
support non-Speech-Analytics reporting & query-building, as needed.
Operational Delivery
- Supports
in the improvement of processes, systems or products to enhance
performance of the job area.
- Provide
recommendations on proper survey design and research methodology across
multiple channels (e.g., email-to-web).
Cross-Functional Stakeholder
- Partner
cross-functionally to advise and support key business stakeholders with
ongoing ad hoc research and reporting needs.
- Translate
moderate to complex customer data into actionable insights and deliver to
stakeholders to enable achievement of customer experience goals.
- Partner
with the business, identify needs, create mockup, review with the head of
Customer Experience and present to the business as needed.
Line of Business Customer Experience
- Responsible
for being a data driven customer advocate who knows how to both understand
the customer and create the solutions they want.
- Build
and manage a best-in-class Insights practice that promotes the needs of
customers and, by extension, support the needs of business. Builds and
continuously improves processes to gather customer insights in order to
identify growth opportunities and optimize efficiencies.
- Leverage
primary and secondary research, analytics and market insights to
understand what matters to customers and bring these insights into various
teams within UAPOM Group to create customer-obsessed experiences.
Skills
Analytical Thinking,
Customer Needs, Quantitative Analysis, Researching, Solutions Development,
Statistical Analysis Techniques
How to Apply
