Cx Analyst

**Responsibilities**:

- Tracking customer experiences across channels (Marketplace, Website, Social Media, WA)
- Identifying customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints
- Identifying customer needs and taking proactive steps to maintain positive experiences
- Liaise with internal teams such as marketing, sales, product development, research, customer service, etc. to enhance customer satisfaction
- Ensuring the CX strategies are aligned with the larger marketing and business goals and outcomes
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
- Help measure metrics such as customer relation, CSAT and NPS to gauge how the brand is performing on CX performance parameters
- Conduct regular training sessions for all CS to maintain CS quality standards

**Requirements**:

- Has work experience in the CX field of at least 1 - 2 years
- Extensive experience in gathering and interpreting customer experience information
- Data-Driven; strong analytical & critical thinking
- Proficiency in Ms. Excel and data processing tools such as SPSS, Rapidminer, etc.
- Ability to interpret large amounts of data
- Good analytical skills and experience generating reports
- Have the ability to manage multiple projects simultaneously
- Have good ability in time management, communication, collaboration, and problem-solving
- Fluent in English verbally and written