Hybrid Ecommerce CX Insights Analyst

Xerox Philippines; Philippines; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Xerox Philippines is seeking an eCommerce Customer Experience (CX) Analyst to support design, administration, and analysis of customer feedback programs across digital channels. You will transform survey data and eCommerce insights into actionable recommendations to improve the online customer journey.

You will partner with teams across Operations, Marketing, Digital Commerce, and Customer Experience to deliver dashboards, reports, and insights that drive customer satisfaction and business

Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, Statistics, or a related field.
• 3–5 years of experience in Customer Experience Analytics, Data Analytics, Market Research, Business Intelligence, or a related discipline.
• Strong analytical and problem-solving skills with the ability to interpret complex datasets.
• Experience with customer feedback and survey platforms such as Medallia, Qualtrics, InMoment, or similar tools.
• Proficiency in Microsoft Power Platform tools, including Power BI and Power Automate.
• Advanced Microsoft Excel skills and proficiency with Word and PowerPoint.
• Experience creating dashboards, reports, and executive-level presentations.
• Strong written and verbal communication skills with the ability to present findings to business stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Design, administer, and manage customer feedback surveys across key customer touchpoints.
• Analyze survey responses, customer experience metrics, eCommerce feedback, and online reviews to identify trends, pain points, and opportunities for improvement.
• Develop and maintain reports, dashboards, scorecards, and presentations that communicate actionable insights to stakeholders and leadership.
• Support closed-loop feedback processes by routing customer concerns and recurring issues to the appropriate business teams for resolution.
• Partner with cross-functional teams to improve processes related to customer feedback collection, categorization, prioritization, and resolution.
• Evaluate customer experience trends across the digital purchasing journey and identify opportunities to improve customer satisfaction.
• Translate complex customer data into meaningful business recommendations.
• Monitor customer experience performance metrics and track improvement initiatives over time.
• Create visualizations and dashboards using Power BI and other reporting tools.
• Support strategic customer experience initiatives through data-driven insights and analysis.

Skills

Analytical thinking

Data interpretation

Communication skills

Team collaboration

Education

Bachelor's degree in Business/Marketing/Data Analytics/Statistics

Tools

Power BI

Power Automate

Medallia

Qualtrics

InMoment

Excel

Word

PowerPoint

Job description

Xerox Philippines is seeking an eCommerce Customer Experience (CX) Analyst to support design, administration, and analysis of customer feedback programs across digital channels. You will transform survey data and eCommerce insights into actionable recommendations to improve the online customer journey.

You will partner with teams across Operations, Marketing, Digital Commerce, and Customer Experience to deliver dashboards, reports, and insights that drive customer satisfaction and business