Customer Experience CX Data Analyst
Customer Experience CX Data Analyst
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Job Description
The Opportunity
We at Flywire are seeking a Customer Experience (CX) Data Analyst who will be responsible for extracting analyzing and leveraging customer data to optimize experiences and inform strategic decisions. We are looking for someone with a customercentric mindset and a passion for improving the customer experience! In this role part of our global Client and Payment Experience team you will play a pivotal part in advancing our customercentric initiatives by delivering actionable insights and measuring the effectiveness of CX programs. Youll be the voice of the customer using data to identify trends measure the impact of CX initiatives and recommend strategic optimizations.
Data Collection and Analysis:
Gather data from customer touchpoints surveys CRM systems and other sources.
Ensure data integrity and accuracy by establishing robust data validation and cleansing processes.
Evaluate and optimize data sources to enhance data quality and availability.
Advanced Data Analysis
Perform statistical analyses to uncover trends and insights with a specific focus on customer retention
Data Visualization and Dashboards:
Create and maintain dashboards to visualize support & CX metrics.
Communicate findings to crossfunctional teams and leadership.
Present datadriven insights and recommendations to crossfunctional teams and leadership tailoring presentations to different audiences.
Support in the creation of executive level summaries of data and recommended actions.
CX Program Optimization:
Measure the impact of CX initiatives on business metrics.
Identify key drivers of satisfaction and loyalty building out a Voice of Customer Program.
Propose ideas for process optimization and strategic initiatives based on key findings.
CrossFunctional Collaboration:
Work closely with business and product teams to align insights with the companys objectives.
Collaborate with stakeholders to define key performance indicators (KPIs) and develop reporting frameworks.
Act as a subjectmatter expert on customer data and insights.
Qualifications :
Heres What Were Looking For:
- 3 years of experience in data analysis with a focus on Customer Experience (CX) insights.
- Advanced skills in Google Sheets and Excel including data cleaning pivot tables and advanced formulas.
- Experience with Data tools such as SQL Python or R for data manipulation and analysis.
- Experience with BI tools such as Tableau Power BI or Looker.
- Knowledge of CX metrics (NPS CSAT CES) and their business implications.
- Excellent communication and storytelling skills to present complex data insights.
- Bachelors degree in Data Analytics Statistics Business or a related quantitative field (Masters preferred).
- Familiarity with CRM systems (e.g. Zendesk) and customer survey platforms (e.g. Qualtrics).
- Familiarity with data governance and data privacy regulations (e.g. GDPR).
- Experience with text analytics and sentiment analysis.
- Strong collaborative skills and ability to work effectively in crossfunctional teams across timezones and countries.
Technologies We Use:
- Zendesk
- Looker
Additional Information :
What We Offer:
- Competitive compensation including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start Our immersive Global Induction Program (Meet our Execs & Global Teams)
- Work with brilliant people that will keep you on your toes learn more about their journeys by checking out #InsideFlywire on social media
- Dynamic & Global Team (we have been collaborating virtually for years!
- Wellbeing Programs (Mental Health Wellness Yoga/Pilates/HIIT Classes) with Global FlyMates
- Be a meaningful part in our success every FlyMate makes an impact
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
- Great Talent & Development Programs (Managers Taking Flight for new or aspiring managers!
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager Peers on the team the VP of the department and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your goto person for any questions.
Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices diversity gender equality and inclusion are at the core of our people agenda. We believe our FlyMates are our greatest asset and were excited to watch our unique culture evolve with each new hire.
***Please submit your resume in English format.**
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
