Customer Experience Analyst

 

·           Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch points, for all kinds of customer interactions, transactions, and engagements – from purchase to product return to customer support.

·           Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged.

·           Regular communication with internal stakeholders such as customer service and other customer-facing teams to identify gaps and opportunities, if any in the brand experience

·           Raising red flags wherever the business process – billing, installation, or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company.

·           Collect, track and analyse customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters

·           Analyzing business needs and draft requirements into implementation plans and detailed requirements for the development team to design the Technologies solutions.

·           Communicate with Developers and review solutions progress based on given requirements.

·           Deliver findings and propose solutions based on requirements gathering from stakeholders’ meetings.

·           Enhance the cross functional business process analysis across departments to reach to the optimal Customer Experience and implement in a timely manner.

·           Review with the business owner the detailed requirements ensuring identifying all stakeholders required to be involved and ensuring collection of requirements from all stakeholders of the process.

·           Participate in requirements gathering and system design, based on meetings with stakeholders.

·           Following on CX system outcome/results.

·           Ensure VOC system Closed loop functionality and effectiveness.

·           Build actionable reporting and dashboards inside VOC system to find deep business insights

 

 

·             BSc. Degree in Information technology, computer science or in related.

·             Minimum 1 years related hands-on experience and/or coursework in business analyst and Customer Experience