Customer Experience Analyst
Customer Experience Analyst
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1 Vacancy
Job Description
We build. We create impact.
We are seeking a detail-oriented and data-driven Customer Experience Analyst to join our growing SaaS organization. The CX Analyst will be responsible for gathering analyzing and presenting insights that drive strategic and tactical improvements across the customer journey. This role will play a critical part in supporting enterprise-level customer initiatives enabling value measurement and identifying key drivers of satisfaction retention and adoption.
The ideal candidate is passionate about using data to solve problems has a strong foundation in customer experience metrics and thrives in a collaborative cross-functional environment.
- Analyze customer feedback from various channels (NPS CSAT surveys usage data support tickets) to uncover trends and root causes.
- Build and maintain dashboards and reports to track KPIs across the customer lifecycle including engagement health scores and retention metrics.
- Partner with CX leadership to measure and communicate customer value realization and service impact.
- Identify friction points in the customer journey and recommend process or product enhancements.
- Support Voice of Customer (VoC) programs by managing surveys performing sentiment analysis and consolidating insights.
- Collaborate with cross-functional teams (Product Marketing Support CS) to drive continuous improvement initiatives based on data findings.
- Assist in the preparation of executive summaries customer QBR data and board-level reporting.
- Ensure data integrity and accuracy in all CX-related reporting tools and platforms.
Qualifications :
Qualifications were looking for.
- Experience:
- 35 years of experience in data analytics customer experience or business intelligence roles in a SaaS or technology-driven environment; or 3-5yrs experience as Industrial Engineer in a retail environment of scale.
- Skills:
- Proficiency with data visualization tools (e.g. Tableau Power BI Looker) and CRM/CX systems (e.g. Salesforce Smartsheet etc).
- Strong analytical skills and experience working with large datasets using SQL Excel or similar tools.
- Excellent communication and storytelling skills to translate insights into actionable business recommendations.
- Abilities:
- Familiarity with customer success and experience metrics such as NPS CSAT churn and health scores.
- Education:
- Bachelors degree in Data Science Business Administration Industrial Engineering or a related experience.
Preferred Qualifications
- Experience working in a SaaS environment with enterprise customers.
- Knowledge of journey mapping or service design principles.
- Experience with survey tools (e.g. Qualtrics SurveyMonkey) and text analytics software.
- Exposure to customer lifecycle frameworks and value realization methodologies.
We innovate. We help communities thrive.
VusionGroup has an international presence in 19 countries. In joining us youll be part of a globally distributed team of intellectually curious committed and collaborative co-workers.
The work is fast paced challenging and ambitious. Here you will feel valued for your contributions as we reinvent modern commercetogether.
We feel supported. You will too.
VusionGroup is a place where people feel safe happy and respected. We offer programs and benefits to support you in whatever comes next in your life including:
- Generous paid time off (PTO): 35 days PTO to enable work/life integration and promotes a culture of trust.
- Health & Wellness: Eligibility for benefits starting day one plus retirement savings plans.
- Financial future: While retirement savings plans vary by country we help you plan for your future.
- Family-First Support: Navigate family challenges with our assistance securing time for both your loved ones and self-care.
- Hybrid work: Find your balance with two days working from home three days in the office plus the freedom to work anywhere for up to two weeks a year.
- Time off to volunteer and give back to your community.
- Career Growth: E-learning opportunities and workshops and global mobility potential
- Commute benefits: up to $100/month per employee for commuting expenses.
- Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
