Business Analyst – Customer Experience 29D25

As a Business Analyst in Customer Experience, you will play a crucial role in bridging the gap between our business goals and the seamless experience we aim to provide our customers. Your primary focus will be analyzing data and customer feedback to identify key opportunities for enhancing customer interactions across all touchpoints. With a keen eye for detail and a passion for improving customer satisfaction, you will collaborate with cross-functional teams to devise actionable strategies that drive customer loyalty and business growth. Your insights will inform decisions that not only enhance the customer experience but also contribute to efficiency and profitability. In this dynamic environment, you must be proactive, analytical, and customer-focused, with an unwavering commitment to improving the customer journey.

Responsibilities

• Gather and analyze customer feedback to identify trends and opportunities for improvement.
• Work closely with teams to align customer experience initiatives with business goals.
• Develop detailed functional specifications to guide project execution.
• Conduct competitive analysis to benchmark customer experience strategies against industry standards.
• Collaborate with technology teams to implement systems that enhance the customer journey.
• Monitor and report on customer satisfaction metrics such as Net Promoter Score (NPS).
• Facilitate workshops to map the customer journey and identify pain points.
• Create presentations and reports to communicate findings to stakeholders.
• Design surveys and other instruments to gather customer insights effectively.
• Support the implementation of customer feedback systems and tools.
• Provide ongoing analysis to optimize processes impacting customer experience.
• Track project progress and outcomes to ensure alignment with strategic goals.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or related field is required.
• Proven experience as a Business Analyst focusing on customer experience is essential.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication skills, both written and verbal, are necessary.
• Ability to work effectively in cross-functional teams and manage relationships.
• Proficiency in using analytical tools and software for data analysis is required.
• A keen attention to detail with strong organizational skills is important.