Customer Experience Analyst

Pr Glolinks; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Pr Glolinks is seeking a Customer Experience Analyst to manage relations with Research Organisations, partners and vendors, elevating our reputation in customer experience. You will work with cross-functional teams to develop analyst relations strategies, messaging, and benchmarking.

The role involves coordinating analyst programs, briefings, site visits, and events while monitoring analyst research and providing actionable insights to shape CX strategies and product development.

Responsibilities

• Analyst Engagement: Build relationships with industry analysts, vendors and partners to inform about customer experience initiatives and strategic direction.
• Analyst Programs: Develop programs to raise awareness and understanding among analysts through briefings, site visits, and events.
• Messaging and Positioning: Create key messages and materials with internal teams to showcase customer experience excellence.
• Analyst Research and Reports: Monitor analyst reports and provide insights to shape CX strategy and product development.
• Benchmarking: Evaluate CX performance against competitors using defined KPIs and data.
• Relationship Management: Be the primary contact for analysts and manage inquiries professionally.
• Internal Collaboration: Coordinate with CX, operations, and sales for data and insights for analyst interactions.
• Industry Events and Conferences: Plan analyst participation and sessions at relevant events.
• Measurement and Reporting: Track effectiveness of analyst relations and benchmarking initiatives and report findings to stakeholders.

Job description

Customer Experience Analyst

We are seeking a skilled and proactive individual to join our team as a Customer Experience Analyst managing relations with Research Organisations, Partners and Vendors. As a Customer Experience Analyst, you will play a crucial role in establishing and maintaining relationships with industry analysts, partners and vendors to enhance our companys reputation and visibility in the market, specifically in the realm of customer experience. You will collaborate with cross-functional teams to develop and execute effective analyst relations strategies that align with our business objectives, including benchmarking our customer experience against competitors.

Responsibilities

• Analyst Engagement: Build and nurture relationships with industry analysts specializing in customer experience from leading research firms, vendors and partners. Engage in regular communication, including briefings, inquiries, and meetings, to keep analysts informed about our company s customer experience initiatives, innovations, and strategic direction.
• Analyst Programs: Develop and execute comprehensive analyst engagement programs focused on customer experience to drive awareness and understanding of our company among key industry analysts. Coordinate and facilitate analyst briefings, site visits, and events to provide in-depth insights into our organization s customer-centric practices.
• Messaging and Positioning: Collaborate with internal stakeholders, including customer experience, product management, marketing, and executive teams, to develop key messages, positioning, and supporting materials for analyst interactions. Ensure consistent and compelling messaging that showcases our commitment to delivering exceptional customer experiences.
• Analyst Research and Reports: Monitor and analyze industry analyst research, reports, and evaluations related to customer experience. Provide insights and recommendations based on the analysis to internal stakeholders to shape customer experience strategies, product development, and competitive positioning.
• Benchmarking: Conduct benchmarking activities to evaluate our company s customer experience performance against competitors. Identify key performance indicators (KPIs) and metrics for comparison, and collaborate with internal teams to gather relevant data. Analyze benchmarking results and provide actionable insights to enhance our customer experience and maintain a competitive edge.
• Relationship Management: Serve as the primary point of contact for customer experience analysts, addressing their inquiries, requests, and information needs in a timely and professional manner. Proactively manage relationships to foster positive perceptions and advocacy for our company s customer experience efforts.
• Internal Collaboration: Collaborate with internal teams, including customer experience, operations, and sales, to gather information, data, and insights required for analyst interactions and benchmarking activities. Work closely with subject matter experts to provide analysts with accurate and comprehensive information about our customer experience initiatives, best practices, and industry trends.
• Industry Events and Conferences: Identify relevant industry events and conferences focused on customer experience. Plan and coordinate analyst activities during these events, including scheduling analyst meetings, managing analyst briefings, and organizing analyst- focused sessions or presentations.
• Measurement and Reporting: Track and measure the effectiveness of analyst relations initiatives, benchmarking activities, and customer experience efforts. Provide regular reports and updates to internal stakeholders on key analyst interactions, coverage, benchmarking results, customer feedback, and industry trends to drive continuous improvement.

Requirements

• Bachelor s degree in a relevant field (e.g., Business, Marketing, Communications).
• Proven experience in analyst relations, public relations, or related roles within the customer experience domain.
• Strong understanding of the analyst landscape and experience working with leading research firms specializing in customer experience.
• Excellent communication and interpersonal skills, with the ability to build relationships and engage with stakeholders at all levels.
• Solid project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Analytical mindset with the ability to interpret industry research, benchmarking data, customer feedback, and provide actionable insights for customer experience enhancements.
• Self-motivated and proactive, with a results-oriented approach.
• Exceptional written and verbal communication skills.
• Proficiency in using tools and platforms for analyst relations management, benchmarking, and reporting is a plus.