Remote Customer Experience Analyst: Drive CX Insights

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

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.