Business Analyst – Customer Experience (225-909)

A Business Analyst specializing in Customer Experience plays a pivotal role in enhancing the interaction between a company and its customers. This strategic position involves analyzing customer data and feedback to drive improvements in customer satisfaction, retention, and engagement. The Business Analyst collaborates with various teams to identify opportunities for enhancing customer journeys and ensures that the company's products, services, and engagements meet or exceed customer expectations. Drawing insights from data, they empower decision-making processes and help shape product and service offerings tailored to customer needs. This role is crucial for bridging the gap between corporate objectives and customer satisfaction metrics, thus contributing to the overall success and competitiveness of the company in the marketplace.

Responsibilities

• Analyze customer feedback data to identify patterns and develop actionable insights.
• Collaborate with product development teams to refine customer journey experiences.
• Create reports and dashboards that track key performance indicators related to customer experiences.
• Identify customer experience improvement opportunities through detailed data analysis.
• Work with marketing teams to ensure consistent messaging across all customer touchpoints.
• Conduct competitor analysis to understand industry standards and customer expectations trends.
• Develop customer satisfaction survey methodologies and analyze results for improvements.
• Implement process improvements to enhance overall customer satisfaction and retention rates.
• Participate in cross-functional meetings to communicate findings and recommend strategies.
• Utilize CRM and analytics tools to evaluate the effectiveness of customer engagement strategies.
• Provide ongoing support and guidance on best practices for customer experience initiatives.
• Ensure compliance with industry regulations and standards in customer interactions.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field is required.
• Minimum of 3 years of experience in business analysis or related roles is essential.
• Strong analytical skills and proficiency in using data analytics tools and software.
• Excellent communication skills, both verbal and written, for effective collaboration.
• Proven ability to work in a cross-functional team environment and lead initiatives.
• Experience with CRM software and customer feedback management systems is advantageous.
• Understanding of customer experience frameworks and customer-centric business practices.