About the Role:
As our Customer Experience Analyst, you will be part of the Technical Support organization, on Support Operations and report to the Customer Experience Manager. Your curiosity, confidence in delving into data, and customer empathy will guide your efforts in this highly impactful role. You will identify opportunities to improve the customer experience by analyzing quantitative, behavior, qualitative structured and unstructured data and reporting on customer experience. You will be gathering this data into strong business cases to drive improvement in close partnership with leadership.
What You’ll Do:
Translate the CX survey findings (e.g. NPS, CSAT) and other sources of feedback (e.g. customer comments) across different touch points into actionable insights that influence decision making and business optimizations
Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas
You will dive deep into customer journeys to understand and empathize with customer pain points and identify improvement opportunities in the customer/partner experience.
Prepare for and participate in cross-functional insight reviews and action-planning meetings with internal stakeholders at senior management level
Advocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders
Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback
What We’re Looking For:
5+ years of experience in a customer facing role
3+ years of experience performing data analysis and reporting
Experience using data to tell compelling stories
Experience building management facing decks & documentation
Experience identifying trends and actions from data insights
Lahore, Punjab, Pakistan