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World Courier
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Customer Experience Analyst I

Customer Experience Analyst I

World Courier

2 - 7 years

1 - 5 Lacs

pune

Posted:2 hours ago| Platform:

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Skills Required

computer science business services data analysis analytical market research verint customer support continuous improvement product marketing crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Data Analysis & Reporting:

Collect, analyze, and interpret customer data from various sources such as surveys, feedback forms, CRM systems, and call centers.
Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer experience.
Identify trends, patterns, and areas for improvement based on data insights.

Customer Insights:

Conduct root cause analysis to understand customer pain points and areas of dissatisfaction.
Partner with stakeholders to prioritize and address issues affecting the customer journey.
Present actionable insights and recommendations to leadership to improve customer satisfaction.

Survey Management:

Design and manage customer surveys (e.g., Net Promoter Score, CSAT, CES) to gather feedback.
Analyze survey results to measure customer satisfaction and identify improvement opportunities.

Customer Journey Mapping:

Map and analyze the end-to-end customer journey to identify gaps, inefficiencies, and opportunities for improvement.
Collaborate with teams to streamline processes and enhance touchpoints across the customer lifecycle.

Collaboration & Communication:

Work closely with product, marketing, sales, and customer support teams to align initiatives with customer needs and expectations.
Act as a customer advocate within the organization, ensuring customer-focused decision-making.

Continuous Improvement:

Monitor industry trends and best practices in customer experience to recommend innovative strategies.
Support the development and implementation of new processes, tools, and technologies to enhance the customer experience.

Work Experience:

2+ years in customer experience, data analysis, or similar roles
Knowledge of CX tools like Medallia, Qualtrics, InMoment, Verint, Forsta, SurveyMonkey
Experience in market research, voice of customer, or data analysis (preferred)
Good communication skills to work with global teams
Strong analytical and problem-solving abilities
Proficient in Excel, Tableau, or Power BI
Clear communication and presentation of insights
Ability to handle multiple projects and meet deadlines in a fast-paced setting

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