Customer Experience Analyst – Feedback and Service Reporting

GradeBuzz

New York (NY)

Hybrid

USD 65,000 - 110,000

Full time

20 hours ago

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Benefits offered by this job

Remote or hybrid work options

Professional development opportunities

Career growth opportunities

Job summary

GradeBuzz is seeking a detail-oriented Customer Experience Analyst to support continuous improvement of service delivery. The role involves collecting and analyzing feedback across surveys, emails, chats, and tickets, producing actionable insights, and presenting findings to management.

The ideal candidate will have strong analytical thinking, excellent communication, and experience with CX metrics such as CSAT, NPS, and CES. A hybrid/remote-capable setup is commonly expected.

Qualifications

Strong analytical and critical-thinking abilities.
Excellent written and verbal communication skills.
Ability to explain customer experience metrics in business-friendly language.

Responsibilities

Collect and organize customer feedback from surveys, emails, live chat and tickets.
Analyze feedback to identify drivers of satisfaction and gaps in service.
Prepare regular reports and dashboards communicating performance results.

Skills

Data analysis

Excel/Sheets

Dashboard reporting

CRM systems

Education

Bachelor's degree in Business/Analytics/Statistics/Economics/Info Systems

Tools

Power BI

Tableau

SQL

Job description

Job Summary

GradeBuzz is seeking a detail-oriented, analytical, and customer-focused Customer Experience Analyst – Feedback and Service Reporting to support the continuous improvement of customer service quality, customer satisfaction, and overall service delivery. This role is ideal for a professional who enjoys working with customer feedback, analyzing service performance data, identifying improvement opportunities, and transforming information into meaningful business insights. The successful candidate will collect, organize, and analyze customer feedback from multiple channels, including surveys, emails, support tickets, live chat interactions, and other customer communication platforms. The analyst will monitor customer experience metrics, prepare regular performance reports, identify recurring service issues, and collaborate with cross-functional teams to recommend practical improvements. The role will also involve tracking customer satisfaction indicators, evaluating service trends, identifying potential causes of customer dissatisfaction, and presenting findings to management. By connecting customer feedback with operational performance, the analyst will help GradeBuzz make informed decisions that strengthen customer relationships, improve service efficiency, and support long-term customer retention. The ideal candidate should possess strong analytical thinking, excellent communication skills, attention to detail, and the ability to explain complex data in a clear and understandable manner. Candidates who enjoy problem-solving, data interpretation, reporting, and customer experience improvement are encouraged to apply.

Key Responsibilities

Collect customer feedback from surveys, support conversations, email correspondence, online reviews, and other approved feedback channels.
Organize customer comments, ratings, complaints, and suggestions into structured datasets for analysis.
Identify recurring customer concerns, common service requests, satisfaction drivers, and emerging customer expectations.
Analyze customer feedback to understand the factors influencing customer satisfaction, loyalty, and service perception.
Categorize feedback according to issue type, urgency, customer segment, service channel, and business impact.
Monitor feedback trends over time and highlight significant changes that may require management attention.
Prepare daily, weekly, monthly, and quarterly customer experience reports according to business requirements.
Track key performance indicators, including Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), complaint volume, and service resolution trends where applicable.
Develop clear reports, dashboards, charts, and presentations to communicate performance results.
Compare actual service performance against established targets and identify areas requiring improvement.
Maintain accurate reporting records and ensure that reports are consistent, timely, and supported by reliable data.
Summarize important findings and provide actionable recommendations to customer service leadership.
Evaluate customer service trends across phone, email, live chat, ticketing systems, and other supported communication channels.
Identify recurring service gaps, process inefficiencies, communication challenges, and potential causes of customer dissatisfaction.
Review relevant customer interactions and service records to identify opportunities for improving response quality and consistency.
Monitor complaint resolution patterns and highlight cases where repeated issues indicate a broader operational problem.
Work with quality assurance and customer support teams to identify opportunities for service improvement.
Support the development of consistent reporting standards and service quality benchmarks.
Use spreadsheets, reporting tools, and business intelligence platforms to analyze customer experience information.
Identify patterns, correlations, and meaningful trends within customer feedback and service performance data.
Segment data by service channel, customer type, issue category, or other relevant business dimensions.
Investigate unusual performance changes and validate findings before presenting conclusions.
Translate analytical findings into practical recommendations that support customer satisfaction and operational efficiency.
Assist with root-cause analysis to determine why recurring customer problems occur and how they may be prevented.
Collaborate with customer support, customer success, operations, product, and quality assurance teams.
Share customer insights with relevant departments to support product improvements and better service processes.
Follow up on agreed improvement initiatives and help evaluate their impact on customer experience metrics.
Participate in customer experience review meetings and contribute evidence-based recommendations.
Support internal teams in understanding customer expectations, feedback themes, and service performance trends.
Maintain professional communication with stakeholders while ensuring that customer information is handled appropriately.
Recommend improvements to feedback collection, reporting workflows, data accuracy, and customer service processes.
Help establish standardized templates for recurring reports, dashboards, and management summaries.
Document analytical methods, reporting definitions, data sources, and quality-checking procedures.
Assist in identifying opportunities to automate repetitive reporting tasks.
Maintain organized records of customer experience findings and improvement recommendations.
Contribute to a continuous improvement culture focused on customer needs and measurable service outcomes.
Validate data for completeness, consistency, and accuracy before producing reports.
Investigate missing, duplicated, inconsistent, or unusual records.
Follow company policies relating to customer privacy, information security, and authorized data access.
Handle customer feedback and service records responsibly and confidentially.
Ensure that reports are shared only with appropriate stakeholders.
Maintain professional standards when interpreting, documenting, and presenting customer information.

Required Skills and Qualifications

Educational Qualifications A bachelors degree in Business Administration, Business Analytics, Statistics, Mathematics, Economics, Information Systems, Marketing, or a related field is preferred. Candidates with relevant professional experience, practical analytical skills, or recognized data analytics training may also be considered. Additional training in customer experience management, reporting, data visualization, or business intelligence is an advantage.
Technical Skills Strong working knowledge of Microsoft Excel or Google Sheets, including sorting, filtering, formulas, pivot tables, and data validation. Familiarity with customer relationship management (CRM) systems and customer support platforms. Ability to prepare clear reports, charts, dashboards, and presentations. Understanding of customer experience metrics and service performance indicators. Familiarity with data visualization tools such as Power BI or Tableau is an advantage. Basic knowledge of SQL, data querying, or reporting automation is beneficial but not essential for every candidate. Ability to work with structured datasets and maintain accurate documentation.
Analytical Skills Strong analytical and critical-thinking abilities. Ability to identify patterns and trends in customer feedback and service data. Confidence in interpreting quantitative and qualitative information. Strong attention to detail when validating information and preparing reports. Ability to distinguish between isolated incidents and recurring service problems. A practical, evidence-based approach to problem-solving and decision-making.
Communication Skills Excellent written and verbal communication skills. Ability to present findings clearly to technical and non-technical audiences. Strong report-writing and documentation skills. Ability to explain customer experience metrics in business-friendly language. Professional communication when collaborating with colleagues and management.
Personal Attributes Customer-focused mindset and a commitment to improving service quality. Organized, dependable, and comfortable managing multiple reporting deadlines. Proactive attitude toward identifying problems and recommending solutions. Ability to work independently while contributing effectively to a team. Willingness to learn new reporting tools, systems, and analytical methods. Professional discretion when working with confidential customer information.

Experience

Preferred experience: 1–3 years in customer experience analysis, customer support reporting, business analysis, quality assurance, customer insights, or a related field.
Candidates with experience preparing operational reports, analyzing customer surveys, or monitoring service performance will be well suited to the role.
Experience with customer satisfaction metrics, complaint analysis, service quality monitoring, and trend reporting is desirable.
Familiarity with CRM platforms, ticket management systems, or business intelligence tools is an advantage.
Experience presenting data-driven recommendations to team leaders or managers will be beneficial.
Fresh graduates with strong Excel skills, analytical aptitude, relevant coursework, or practical projects may be considered for an entry-level opportunity, depending on business needs.
Candidates should be able to demonstrate their analytical abilities through previous work, academic projects, reporting samples, or relevant practical experience.

Working Hours

Employment schedule: Full-time, subject to the companys operational requirements.
Typical working hours: Approximately 40 hours per week, with the final schedule confirmed during recruitment.
Standard schedule: May follow regular business hours from Monday to Friday.
Flexibility: Hybrid or remote employees may be required to attend virtual meetings, training sessions, and performance reviews.
Reporting deadlines: The role may require additional coordination during monthly, quarterly, or annual reporting periods.
Team collaboration: Employees are expected to maintain availability during agreed working hours and meet assigned deadlines.
Actual working hours, location arrangements, and any shift requirements will be communicated by GradeBuzz during the recruitment process.

Knowledge, Skills and Abilities

Knowledge Understanding of customer experience principles and customer satisfaction measurement. Knowledge of customer feedback collection, categorization, and interpretation. Familiarity with service performance reporting and operational metrics. Awareness of customer journey mapping, complaint management, and service quality improvement. Understanding of data accuracy, confidentiality, and responsible information handling. General knowledge of business operations and how customer experience influences retention and customer loyalty.
Skills Data analysis and interpretation. Advanced or intermediate spreadsheet management, depending on the role level. Dashboard development and performance reporting. Trend identification and root-cause analysis. Report preparation and presentation. Time management, prioritization, and organizational planning. Stakeholder communication and collaborative problem-solving. Documentation, data validation, and quality control.
Abilities Ability to convert large amounts of feedback into clear and useful insights. Ability to identify customer experience issues and recommend realistic improvements. Ability to manage recurring reports while responding to urgent analytical requests. Ability to maintain accuracy when working with multiple datasets and deadlines. Ability to communicate findings confidently and objectively. Ability to adapt to changing business priorities and new analytical tools. Ability to handle sensitive information with professionalism and discretion. Ability to support decisions that improve customer satisfaction, service consistency, and operational performance.

Benefits

Competitive compensation: Salary aligned with the candidates skills, experience, qualifications, and market conditions.
Professional development: Opportunities to strengthen analytical, reporting, and customer experience management skills.
Learning opportunities: Access to relevant training in data analysis, customer insights, reporting tools, and business intelligence, subject to company availability.
Flexible work arrangements: Remote or hybrid work options where supported by the position.
Collaborative environment: Opportunities to work with customer support, operations, product, and business teams.
Career development: Opportunities to build experience in analytics, service quality, customer success, and business operations.
Performance recognition: Potential recognition for contributions to reporting quality, process improvement, and customer satisfaction initiatives.
Employee support: Applicable leave, statutory benefits, and other employment provisions according to company policy and local regulations.
Specific compensation, benefits, and eligibility conditions should be confirmed in the official job offer. These benefits are illustrative and are not a guarantee of current GradeBuzz employment terms.

Why Join GradeBuzz?

Joining GradeBuzz as a Customer Experience Analyst offers an opportunity to help shape customer service decisions through meaningful analysis and actionable insights.

Make a Measurable Difference Your work can help identify service problems, improve customer interactions, and support initiatives that create a more consistent customer experience.

Turn Feedback into Action You will have the opportunity to transform customer opinions, survey results, and service records into practical recommendations that help teams understand and respond to customer needs.

Develop Your Analytical Career The role provides relevant experience in customer insights, business reporting, performance measurement, and data-driven decision-making.

Work Across Business Functions Collaboration with different teams can help you understand how customer support, operations, products, and business processes influence customer satisfaction.

Build Valuable Technical Skills Working with spreadsheets, dashboards, CRM systems, and reporting tools can strengthen your analytical capabilities and prepare you for more advanced roles.

Contribute to Continuous Improvement Your findings can support better processes, improved service quality, and more informed business decisions.

Explore Long-Term Career Opportunities Depending on performance, experience, and available vacancies, this role may provide a foundation for progression into positions such as: