Job
Description
Role Overview: As a Customer Experience Analyst at noon, you will play a crucial role in driving significant improvements in the customer journey across multiple business verticals. Your responsibilities will include leading root cause analysis (RCA) for major customer complaints, collaborating with cross-functional teams, analyzing data to prioritize fixes, documenting findings, implementing solutions, and ensuring continuous improvement in customer experience. Key Responsibilities: - Own and Execute High-Level RCA: Lead comprehensive investigations using 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 drive long-term solutions. - Data Analysis & Insights: Utilize tools like Excel, SQL, and Tableau to quantify customer pain points and prioritize fixes. - Documentation & Communication: Produce clear RCA briefs summarizing technical issues and corrective actions for executive audiences. - Solution Implementation & Tracking: Partner with stakeholders to deliver permanent fixes and improve customer experience metrics. - Continuous Improvement: Establish a feedback loop with the Customer Service team to address emerging issues and apply a customer-centric mindset to 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: 4-7 years in Customer Operations/Service, Business & Data Analysis, and Cross-Functional Collaboration. - Required Skills & Competencies: RCA Expertise, Analytical Tools Proficiency, Communication Skills, Problem-Solving Mindset, Customer-Centricity, and Business Understanding. - Ideal Candidate Snapshot: Background in major marketplace, food delivery, or e-commerce players; experience in Customer Service, Quality Assurance, or Operations role transitioning into analytics or product-facing project work. (Note: Any additional details of the company were not mentioned in the provided job description.) Role Overview: As a Customer Experience Analyst at noon, you will play a crucial role in driving significant improvements in the customer journey across multiple business verticals. Your responsibilities will include leading root cause analysis (RCA) for major customer complaints, collaborating with cross-functional teams, analyzing data to prioritize fixes, documenting findings, implementing solutions, and ensuring continuous improvement in customer experience. Key Responsibilities: - Own and Execute High-Level RCA: Lead comprehensive investigations using 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 drive long-term solutions. - Data Analysis & Insights: Utilize tools like Excel, SQL, and Tableau to quantify customer pain points and prioritize fixes. - Documentation & Communication: Produce clear RCA briefs summarizing technical issues and corrective actions for executive audiences. - Solution Implementation & Tracking: Partner with stakeholders to deliver permanent fixes and improve customer experience metrics. - Continuous Improvement: Establish a feedback loop with the Customer Service team to address emerging issues and apply a customer-centric mindset to 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: 4-7 years in Customer Operations/Service, Business & Data Analysis, and Cross-Functional Collaboration. - Required Skills & Competencies: RCA Expertise, Analytical Tools Proficiency, Communication Skills, Problem-Solving Mindset, Customer-Centricity, and Business Understanding. - Ideal Candidate Snapshot: Background in major marketplace, food delivery, or e-commerce players; experience in Customer Service, Quality Assurance, or Operations role transitioning into analytics or product-facing project work. (Note: Any additional details of the company were not mentioned in the provided job description.)
