Data Analyst - Customer Experience

Key Responsibilities

• Manage Voice of Customer (VoC) programs and customer satisfaction tracking across service touchpoints.
• Analyze customer feedback, complaints, and journey data to identify insights and improvement opportunities.
• Develop and monitor CX KPIs, dashboards, and performance reports (e.g., NPS, CSAT, Service Level).
• Translate customer and business insights into actionable recommendations for management.
• Conduct market research, customer interviews, and surveys to understand customer needs and behaviors.
• Consolidate and analyze data from multiple sources to support business growth, retention, and customer engagement strategies.
• Utilize Excel, Power BI, SQL, and CRM tools to generate reports and drive data-driven decision-making.
• Partner with cross-functional teams to improve products, processes, services, and customer experience.
• Ensure customer data quality, accuracy, and compliance with regulatory requirements.

Qualifications

• Bachelor's or Master's degree in Marketing, Statistics, Business Administration, Economics, Management, or related fields.
• 3-5 years of experience in Customer Experience (CX), Customer Insights, Market Research, or Data Analytics.
• Experience in Retail, Banking, Financial Services, Telecommunications, or related industries is an advantage.
• Strong knowledge of customer journey mapping, VoC programs, and research methodologies.
• Proficiency in Excel, Power BI, and preferably SQL.
• Excellent analytical, presentation, communication, stakeholder management, and problem-solving skills.

Preferred Attributes

• Customer-centric mindset with strong empathy and service orientation.
• Strategic thinker with hands-on execution capability.
• Ability to work effectively in a fast-paced and collaborative environment.
• High level of accountability, integrity, and adaptability.