Customer Insights Analyst
1 week ago
To deliver exceptional customer experiences across the entire customer journey, the ideal candidate will gather, analyze, and synthesize data to identify opportunities for continuous improvement. They will propose and implement customer-focused value creation strategies, collaborating with various departments to drive business results.
Key Responsibilities
- Create customer experience journeys that consider all available channels, ensuring a holistic approach.
- Use customer insight deliverables to focus and proactively define action plans critical to enhancing customer experiences.
- Maintain a Voice of the Customer (VOC) monitoring structure and display customer sentiment in real-time.
- Serve as a customer experience advocate, supporting the development of programs and communications that promote a customer-centric culture.
- Identify gaps and opportunities in current customer experiences, providing data-driven recommendations to resolve these in alignment with customer experience vision.
- Create, improve, and/or redesign core processes to support key experience objectives.
- Define and measure customer experience quality and other impacting attributes on an ongoing basis.
- Prepare reports, additional insights, and other initiatives that advance the Company's customer centricity status or improve the overall customer experience.
Requirements
- Graduate of any degree in Business, Management Engineering, Marketing, MIS, Communications, or any related course.
- 1-3 years of experience in customer experience, VOC, customer data analysis, customer insighting, project management, customer journey mapping, action planning.
- Ability to gather, interpret, and present data to inform decision-making.
- Strong problem-solving and analysis skills, creativity, innovation, critical thinking, and collaboration.
- Excellent oral and written communication skills with the ability to synthesize data confidently across all levels of the organization.
- Preferably with exposure to Net Promoter Score (NPS) and / Voice of the Customer (VOC) programs.
- Upholds the company's code of ethics, values, and business conduct.
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