We are currently looking to hire a highly analytical and customer-focused professional to join our team as a Customer Experience Analyst. S/he will be pivotal in analyzing customer data, feedback, and interactions to identify opportunities for improving the overall customer experience. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to collaborate cross-functionally to drive positive changes.

Responsibilities

(a) 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

(b) 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.

(c) Customer Journey Mapping

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

(d) Root Cause Analysis

• Investigate and identify the root causes of customer issues or dissatisfaction.
• Collaborate with relevant teams to address and resolve underlying problems.

(e) 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.

(f) 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.

• 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