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Job Description
We are currently looking to hire a highly analytical and customer-focused professional to join our team as a Customer Experience Analyst. S/he will be pivotal in analyzing customer data, feedback, and interactions to identify opportunities for improving the overall customer experience. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to collaborate cross-functionally to drive positive changes.
Responsibilities
(a) Data Analysis
- Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
- Utilize data analytics tools to extract meaningful insights for set data
(b) Feedback Collection and Analysis
- Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
- Analyze feedback to understand customer sentiments, preferences, and pain points.
(c) Customer Journey Mapping
- Create and maintain visual representations of the customer journey, including touchpoints and interactions.
- Identify opportunities for improvement in the customer journey.
(d) Root Cause Analysis
- Investigate and identify the root causes of customer issues or dissatisfaction.
- Collaborate with relevant teams to address and resolve underlying problems.
(e) Performance Metrics
- Establish and monitor key performance indicators (KPIs) related to customer experience.
- Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.
(f) Cross-Functional Collaboration
- Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
- Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
- Communicate customer insights and advocate for customer-centric practices.
Qualifications
- First degree in any discipline from a reputable institution
- Minimum of two years of experience as a Customer Experience Analyst in a corporate environment
- Experience working in a real estate environment
- Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
- Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate
- Ideal candidate must possess an Analytical Mindset:
- Knowledge of CRM tools is required
Location: Lagos, Nigeria.
Apply: CUSTOMER EXPERIENCE ANALYST
