Role Summary
We are currently looking to hire a highly analytical and customer-focused professional to join our team as a Customer Experience Analyst. S/he will be pivotal in analyzing customer data, feedback, and interactions to identify opportunities for improving the overall customer experience. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to collaborate cross-functionally to drive positive changes.
Responsibilities
Data Analysis
Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
Utilize data analytics tools to extract meaningful insights for set data
Feedback Collection and Analysis
Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
Analyze feedback to understand customer sentiments, preferences, and pain points.
Customer Journey Mapping
Create and maintain visual representations of the customer journey, including touchpoints and interactions.
Identify opportunities for improvement in the customer journey.
Root Cause Analysis
Investigate and identify the root causes of customer issues or dissatisfaction.
Collaborate with relevant teams to address and resolve underlying problems.
Performance Metrics
Establish and monitor key performance indicators (KPIs) related to customer experience.
Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.
Cross-Functional Collaboration
Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
Communicate customer insights and advocate for customer-centric practices.
Qualifications
First degree in any discipline from a reputable institution
Minimum of 3 years of experience as a Customer Experience Analyst in a corporate environment
Experience working in oil and gas industry
Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate
Ideal candidate must possess an Analytical Mindset:
Knowledge of CRM tools is required
Candidates living in Bonny Island and its environs will be considered
Apply via :
jobs.smartrecruiters.com