Customer Experience Analyst

**Role Overview:** As a Customer Experience Analyst at noon, you will be a part of a dynamic team working towards redefining technology in the Middle East region. Your primary responsibility will be to drive significant improvements in the customer journey across various business verticals. This critical role will involve owning root cause analysis for major customer complaints and ensuring that practical solutions are implemented to enhance the overall customer experience. **Key Responsibilities:** - **Own and Execute High-Level RCA:** Lead comprehensive investigations into critical or recurring customer issues using structured methodologies like 5 Whys, Fishbone diagrams, and Pareto Analysis to identify systemic root causes. - **Cross-Functional Collaboration:** Act as the primary liaison between Customer Service, Operations, and Product/Engineering teams to validate hypotheses and implement long-term solutions. - **Data Analysis & Insights:** Utilize tools like Excel/Google Sheets, SQL, and Tableau/Looker to quantify customer pain points and prioritize fixes based on impact and ROI. - **Documentation & Communication:** Produce concise RCA briefs summarizing technical issues, root causes, and corrective actions for executive and cross-functional audiences. - **Solution Implementation & Tracking:** Partner with stakeholders to define and track permanent fixes, ensuring improvements in customer experience metrics. - **Continuous Improvement:** Establish a feedback loop with Customer Service to address emerging issues and maintain a customer-centric mindset in all analyses. **Qualification Required:** - **Education:** Bachelor's degree in Business, Operations Management, Engineering, or Data Analytics. A Master's degree is a plus. - **Professional Experience:** Minimum 4-7 years in Customer Operations/Service, Business & Data Analysis, or Cross-Functional Collaboration. - **Required Skills & Competencies:** Expertise in RCA methods, proficiency in Excel/Google Sheets and SQL, exceptional communication skills, problem-solving mindset, customer-centric approach, and business understanding. **Additional Details:** noon is looking for individuals with high standards, a deep bias for action, and the courage to be original. The ideal candidate would have a background in major marketplace, food delivery, or e-commerce players, with a transition from Customer Service or Operations roles to analytics or product-facing projects. Being analytically rigorous yet effective in communication with various stakeholders will set you up for success at noon.,