.The CX Analytics Analyst is a developing professional role.
Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data.
Identifies policy gaps and formulates policies.
Interprets data and makes recommendations.
Researches and interprets factual information.
Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices.
Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices.
Good understanding of how the team interacts with others in accomplishing the objectives of the area.
Develops working knowledge of industry practices and standards.
Limited but direct impact on the business through the quality of the tasks/services provided.
Impact of the job holder is restricted to own team.
**Responsibilities**:- Analyze customer behavior on different channels (online and offline), leveraging data from different sources and in different environments (including Big Data), to understand customer journeys and improve customer experience- Leverage unstructured data from different sources (Net Promoter Score, call records, social media etc.)
to generate insights through text mining, around customer experience pain points and customer feedback- Learn new tools and techniques as required and ensure familiarity with all data sources- Measure & own the business impact of work, set and manage partner expectations- Manage timeliness around project priorities- Improve business processes to drive efficiencies- Develop business context and knowledge.
Proactively seek out best practices and adopt the same in day to day functioning- Independently manage communication with partners- Collaborate with colleagues to leverage best practices**Qualifications**:- 0-2 years relevant experiencein customer data analytics**Education**:- Bachelor's/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed.
Other job-related duties may be assigned as required.El objetivo del puesto es impulsar, liderar y ejecutar iniciativas que mejoren la experiência del cliente.
A través del entendimiento de _Customer Journeys_ y el análisis exhaustivo de métricas operativas y de negocio, se requiere influenciar a las diferentes áreas de la organización, priorizando la voz del cliente en la asignación de recursos.La persona que ocupe este rol deberá entender las necesidades de los clientes y las tendencias del mercado para contribuir en el diseño de la experiência e identificar mejoras en los procesos actuales.
**Principales responsabilidades del puesto**:- Mapeo de _Customer Journeys y _procesos para profundizar en las necesidades de los clientes, así como los principales puntos de dolor, tanto de clientes externos, como de clientes internos.- Análisis de causas raíz sobre los principales puntos de dolor