Customer Experience Analytics Professional

16 hours ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Unlock the Power of Customer Experience Analytics

Job Description:

We are seeking an Expert CX Analyst to join our team, responsible for improving the customer experience within a Fintech business by leveraging data and analytics.

This role involves gathering and interpreting customer feedback from various channels, including complaints, social media, and user reviews. The analyst measures and tracks key customer experience metrics such as Net Promoter Score (NPS), App Ratings and App Crash Rate.

The role demands strong business analytics capabilities, attention to detail, and a high level of dedication to uncover and address friction points in the customer journey.

Responsibilities:
  • Leverages product analytics tools to map customer journeys, identify drop-offs, and uncover opportunities for experience improvement.
  • Works with the Product Team to create, audit, and refine events to ensure accurate tracking of key user interactions.
  • Quantifies the impact of CX initiatives by supporting the internal Customer Experience team with data-driven insights.
  • Implements and manages data pipelines using data management tools to ensure a consistent flow of customer behavior and sentiment data.
  • Develops dashboards, reports, and visualizations to track KPIs, monitor trends, and translate data into actionable business insights.

The role requires close collaboration with cross-functional teams to align efforts and drive end-to-end customer experience enhancements.

Requirements:

To be successful in this role, you will need:

  • Bachelor's degree in data science, data management, business management, project management, or a related field.
  • At least 5 years' experience in data analysis in a related industry.
  • Exceptional leadership, collaboration, and communication skills.
  • Superb analytical and reporting skills.
  • Advanced analytical and problem-solving skills.
Benefits:

As a valued member of our team, you can expect:

  • A dynamic and inclusive work environment that fosters growth and development.
  • Ongoing training and support to enhance your skills and expertise.
  • The opportunity to work with a diverse range of colleagues and contribute to impactful projects.
Seniority Level:

This is a mid-senior level position, requiring a strong foundation in data analysis and customer experience metrics.

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