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Customer Experience Analyst

Responsibilities

Data Analysis

Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
Utilize data analytics tools to extract meaningful insights for set data

Feedback Collection and Analysis

Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
Analyze feedback to understand customer sentiments, preferences, and pain points.

Customer Journey Mapping

Create and maintain visual representations of the customer journey, including touchpoints and interactions.
Identify opportunities for improvement in the customer journey.

Root Cause Analysis

Performance Metrics

Establish and monitor key performance indicators (KPIs) related to customer experience.
Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.

Cross-Functional Collaboration

Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
Communicate customer insights and advocate for customer-centric practices.

Qualifications

First degree in any discipline from a reputable institution
Minimum of two years of experience as a Customer Experience Analyst in a corporate environment
Experience working in a real estate environment
Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate
Ideal candidate must possess an Analytical Mindset:
Knowledge of CRM tools is required

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