Business Analyst – Customer Experience 13MY26

We are seeking a highly motivated Business Analyst to join our team, focusing on enhancing customer experiences. In this role, you will work closely with various stakeholders to analyze, understand, and improve the customer journey across different touchpoints. Your primary responsibility will be to gather and analyze data related to customer interactions, identify trends and insights, and propose actionable strategies to enhance the customer experience. You will need to be a skilled communicator, capable of translating complex data into user-friendly information that can be used to drive decision-making. Additionally, your role will involve developing and monitoring metrics that measure the effectiveness of improvements and iterating on strategies to ensure continuous enhancement. This position offers a tremendous opportunity to make a significant impact on how our business engages with customers, improves satisfaction, and fosters loyalty.

Responsibilities

• Conduct thorough analysis of customer experience data to identify key insights.
• Collaborate with cross-functional teams to understand customer needs and expectations.
• Develop strategies to improve customer satisfaction across all company touchpoints.
• Create detailed reports summarizing findings and recommendations for improvements.
• Monitor industry trends to inform future customer engagement initiatives.
• Facilitate workshops to gather feedback and ideas from various stakeholders.
• Design customer experience metrics and track their effectiveness over time.
• Translate complex data into understandable, actionable insights for management.
• Develop and implement processes that enhance the customer experience lifecycle.
• Support the development of customer personas to tailor engagement strategies.
• Engage with technology teams to leverage tools for customer experience improvements.
• Ensure compliance with company policies and regulatory requirements during analysis.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field required.
• Minimum of 3 years' experience in a business analyst role preferred.
• Strong analytical skills with the ability to process complex datasets efficiently.
• Proven experience in improving customer satisfaction and experience initiatives.
• Excellent communication skills to present data-driven insights to stakeholders.
• Experience with customer relationship management systems is highly desirable.
• Ability to work collaboratively in a fast-paced, team-oriented environment.