Customer Experience Analyst
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Our client in the telecoms sector is looking for Customer Experience Analyst on a contract duration of 6 to 12 months.
Job Summary:
A Customer Experience Analyst evaluates customer interactions and feedback to improve overall customer satisfaction loyalty and service performance. The role focuses on analyzing customer data identifying pain points and recommending improvements across customer journeys processes and service channels.
Job Summary:
A Customer Experience Analyst evaluates customer interactions and feedback to improve overall customer satisfaction loyalty and service performance. The role focuses on analyzing customer data identifying pain points and recommending improvements across customer journeys processes and service channels.
Required Skills & Competencies:
- Strong data analysis and reporting skills.
- Experience with customer feedback and survey tools.
- Knowledge of customer journey mapping and CX frameworks.
- Analytical and problem-solving ability.
- Excellent communication and stakeholder engagement skills.
- Ability to translate data into actionable insights.
- Process improvement mindset.
- Degree or diploma in Business Marketing Data Analytics or related field.
- 25 years experience in customer experience customer insights or business analysis roles.
- Experience using analytics and reporting tools (Excel Power BI Tableau etc.).
- Experience in customer service or contact center environments is advantageous.
- Improvement in customer satisfaction metrics.
- Reduction in customer complaints or service failures.
- Implementation success of CX improvement initiatives.
- Quality and timeliness of CX reporting.
Required Experience:
IC
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
With 15 years of experience in the Telecommunications and Financial Services industry in Africa and the Middle East, we are experts at supporting our clients through their digital transformation journeys. We believe in blending traditional methods with cutting-edge strategies to drive ... View more
