Customer Experience Analyst

Placements24; Gqeberha; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Fully remote

Competitive salary

Professional development

Supportive team

Job summary

Placements24 is seeking a meticulous Customer Experience Analyst to join our remote team. You will collect and analyze customer feedback from surveys, social channels, and support interactions to identify trends and opportunities for improvement.

You will translate data into actionable CX strategies, map customer journeys, and collaborate with marketing, product, and support to drive CX enhancements that boost satisfaction and loyalty.

Qualifications

• Bachelor's degree in Marketing, Business, Statistics, Psychology, or related field.
• Proven experience as a Customer Experience Analyst or Market Research Analyst.
• Strong analytical skills with proficiency in data analysis tools (Excel, SQL, R, Python).
• Experience with survey platforms (SurveyMonkey, Qualtrics).
• Understanding of CX frameworks, metrics (NPS, CSAT, CES).
• Excellent written and verbal communication; able to present complex data clearly.

Responsibilities

• Collect and analyze customer feedback from surveys, reviews, social media and support interactions.
• Develop and manage customer journey maps to visualize touchpoints.
• Identify drivers of satisfaction, loyalty, and dissatisfaction.
• Conduct root cause analysis for CX issues and recommend solutions.
• Track and report CX metrics (NPS, CSAT, CES).
• Collaborate with cross-functional teams to implement CX improvements.
• Present findings and recommendations to stakeholders.
• Support design and implementation of feedback mechanisms.

Skills

Analytical thinking

Communication

Remote work

Problem solving

CRM knowledge

Education

Bachelor's degree in Marketing/Business/Statistics/Psychology

Tools

Excel

SQL

R

Python

SurveyMonkey

Qualtrics

Job description

About the Role

Our client, a forward-thinking organization dedicated to exceptional customer interactions, is seeking a meticulous and insightful Customer Experience Analyst to join their remote team. This role is crucial in understanding and improving the customer journey across all touchpoints. You will be responsible for collecting, analyzing, and interpreting customer feedback and behavioral data to identify trends, pain points, and opportunities for enhancement. The ideal candidate will possess strong analytical skills, a deep understanding of CX methodologies, and the ability to translate data into actionable strategies. This is a fully remote position, offering the flexibility to work from anywhere. You will be instrumental in shaping customer-centric strategies, ensuring seamless and positive experiences for our users. We are looking for a proactive individual who is passionate about advocating for the customer and driving measurable improvements in satisfaction and loyalty. Your insights will directly influence business decisions and enhance our service offerings.

Key Responsibilities

• Collect and analyze customer feedback data from various sources, including surveys, reviews, social media, and support interactions.
• Develop and manage customer journey maps to visualize and understand customer touchpoints and experiences.
• Identify key drivers of customer satisfaction, loyalty, and dissatisfaction.
• Conduct root cause analysis for customer experience issues and recommend solutions.
• Track and report on key customer experience metrics (e.g., NPS, CSAT, CES).
• Collaborate with cross-functional teams (marketing, product, support) to implement CX improvements.
• Develop actionable insights and present findings and recommendations to stakeholders.
• Assist in designing and implementing customer feedback mechanisms and programs.
• Monitor industry best practices in customer experience management and recommend innovations.
• Contribute to the development of customer-centric strategies and initiatives.

Requirements

• Bachelor's degree in Marketing, Business, Statistics, Psychology, or a related field.
• Proven experience as a Customer Experience Analyst, Market Research Analyst, or similar role.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, R, Python is a plus).
• Experience with survey platforms and customer feedback tools (e.g., SurveyMonkey, Qualtrics).
• Understanding of CX frameworks, methodologies, and metrics (NPS, CSAT, CES).
• Excellent written and verbal communication skills, with the ability to present complex data clearly.
• Ability to work independently and manage multiple projects in a remote setting.
• Strong problem-solving skills and a detail-oriented approach.
• Experience with CRM systems is beneficial.
• Passion for improving customer experiences and advocating for customer needs.

Benefits

• Competitive salary and comprehensive benefits package.
• Fully remote work opportunity, offering excellent flexibility.
• Chance to significantly impact customer experience strategies.
• Professional development and training in CX best practices.
• Collaborative and supportive remote team environment.
• Work with a company that prioritizes customer satisfaction.
• Opportunity to contribute to data-driven decision-making.
• Be part of an innovative and growing industry.