Customer Experience Analyst

The Customer Experience Analyst supports key initiatives with respect to Understanding the Customer and Customer Centric Culture. In addition, executes tactics, programs and initiatives to engage team members around customer experience standards, policies and best practices.

Customer Experience Analyst

The Customer Experience Analyst supports key initiatives with respect to Understanding the Customer and Customer Centric Culture. Provides required reports and analysis of key performance metrics. In addition, executes tactics, programs and initiatives to engage team members around customer experience standards, policies and best practices.   

KEY FUNCTIONS:

• Understanding the Customer - Manages all mechanisms for measuring the Voice of the Customer and harnessing Customer Insights across all brands, channels and touchpoints.
• Customer Segmentation - Participates in the design and implementation of acquisition and retention campaigns derived from customer segmentation analysis.
• Customer Centric culture – Plays key role in the execution of programs and initiatives designed to foster a customer centric organizational culture.
• Reporting - Reports on all Customer Experience metrics regularly across the business to heighten awareness and importance.

QUALIFICATIONS AND EXPERIENCE:

• Degree in Business Management or related field
• Minimum 3 years’ experience as an Operations Analyst or similar capacity
• Excellent communication skills, both verbal and written
• Experience using statistical and database software
• Consulting and project management skills
• Strong analytical and problem-solving skills
• Strong multitasking and time management skills
• Excellent computer skills, particularly MS Office suite

Certification in Six Sigma would be an asset