Data Analyst (Customer Experience Management – CXM/CEM)

Whitecloak; Taguig; Hybrid; PHP 446,400 - 669,600; Part time

Job summary

A fintech company based in Taguig is seeking a Data Analyst with a strong focus on Customer Experience Management (CXM) to improve customer journeys and service quality. The role involves analyzing customer, transactional, and operational data to derive insights and enhance user satisfaction. Requirements include a Bachelor's degree in Data Analytics, 2–4 years of relevant experience, and proficiency in SQL and data visualization tools. This position offers a hybrid work setup with a morning shift.

Qualifications

• Bachelor's degree in Data Analytics, Statistics, or related field.
• 2–4 years experience in data analysis or CX analytics roles.
• Strong analytical and problem-solving skills.

Responsibilities

• Analyze customer journey and interaction data to identify CX pain points.
• Build and maintain CX dashboards and reports.
• Monitor customer behavior to uncover trends.

Skills

Data analysis

SQL

Data visualization

Analytical skills

Excel

Education

Bachelor's degree in Data Analytics or related field

Tools

Power BI

Tableau

Job description

Position: Data Analyst (Customer Experience Management – CXM)
Industry: Fintech / Digital Payments
Employment Type: Project-Based (6 Months)
Work Location: Taguig City
Work Setup: Hybrid (Morning shift, 3x onsite per week)

Job Overview

We are looking for a Data Analyst with a strong focus on Customer Experience Management (CXM) to help drive data-driven improvements across customer journeys, service quality, and user satisfaction. This role will analyze customer, transactional, and operational data to surface insights that enhance customer experience in a fast-paced digital payments environment.

Key Responsibilities

• Analyze customer journey, service, and interaction data to identify CX pain points and improvement opportunities

• Build and maintain CX dashboards and reports (e.g., CSAT, NPS, CES, contact rates, resolution times)

• Monitor customer behavior, feedback, and support metrics to uncover trends and recurring issues

• Partner with CX, Customer Support, Product, and Operations teams to translate data insights into action

• Perform root cause analysis on customer complaints, escalations, and service failures

• Support performance tracking for CX initiatives, experiments, and process improvements

• Ensure data accuracy and consistency across CX metrics and reporting

• Automate recurring CX reports and improve analytics workflows

Qualifications

• Bachelors degree in Data Analytics, Statistics, Mathematics, Computer Science, Information Systems, or related field

• 2–4 years of experience in data analysis, business intelligence, or CX analytics roles

• Strong analytical and problem-solving skills with attention to detail

• Proficiency in SQL for querying large datasets

• Advanced Excel skills (pivot tables, formulas, data analysis)

• Experience with data visualization tools such as Power BI, Tableau, or similar

• Ability to clearly communicate insights to both technical and non-technical stakeholders

Preferred Skills

• Experience in Customer Experience Management, customer analytics, or service analytics

• Exposure to fintech, banking, e-wallets, or high-volume digital platforms

• Familiarity with voice, chat, email, or in-app support data

• Basic knowledge of Python or analytics tools is a plus

• Strong stakeholder management and storytelling skills