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CX Senior Analyst / Customer Insight Analyst

Customer Experience

Description

we are looking for a senior customer experience data analyst to support our customer experience enhancement initiatives, aimed at elevating customer satisfaction, reducing customer churn, and optimizing operational cost by conducting in-depth analysis of customer data and feedback across diverse channels to inform strategic decisions. 

in addition, the senior customer experience analyst is responsible for leading and facilitating research initiatives owned by customer experience analytics.

he or she will be a part of the cx team and will work very closely with the bi department

so if all that makes your heart beat faster and you consider yourself a team player, join us.


about the role- primary responsibilities:

  • dashboard design and management: you will be responsible for building new dashboards and maintaining existing ones while analyzing the information and kpis to improve the customer journey in the cx department.
  • analyzing and deriving valuable insights from customer data sets, providing data-driven recommendations to help streamline processes and procedures, and enabling operational teams to make informed decisions based on deep customer insights.
  • utilizes creative thinking to support strategic planning, to help analyze business issues and collaborates with stakeholders to resolve problems.
  • monitor and conduct a variety of special projects and programs that support our kpis
  • partner with data engineering & analytics and other partners to link customer experience metrics to our results and develop strategic action items that positively impact performance.
  • analyze cx survey and operational data to identify trends and actionable recommendations for the cx department – this can also include verbatim (text) analyses.


Requirements

  • 2 years in data b2c analysis position
  • 2 years of experience supporting customer-facing teams
  • experience & knowledge in cx metrics & processes and in driving customer insights.
  • former experience using bi tools (e.g. looker, tableau, powerbi, etc)
  • bachelor’s degree in a related field (business/economics, math, statistics preferred) or comparable experience.
  • experience with building visualizations and reports.
  • identify areas for process improvement (e.g., lead time reduction, inventory optimization,exc).
  • ability to cope with changing requirements and levels of uncertainty in a dynamic environment.
  • strong communication, collaboration, and interpersonal skills
  • a problem solver, experienced working under pressure
  • fluent (read, write, and present) english and hebrew – mandatory


Advantages

  • familiarity with: intercom, hubspot 
  • excellent skills in excel and good working knowledge of sql

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