Job Description
IT Jobs. BURN Jobs
About the role
The Customer Experience Business Analyst plays a pivotal role in driving customer-focused initiatives by analyzing data and processes to enhance the overall customer journey. They will work closely with cross-functional teams to identify improvement areas, streamline operations, and ensure that customer experience aligns with the business strategy. Their goal is to use data and insights to shape a seamless, efficient, and satisfying customer experience across all touchpoints.
Duties and Responsibilities
Customer Experience Analysis:
- Analyze customer interactions, feedback, and data across various touchpoints to identify pain points and opportunities for improvement.
- Utilize tools such as CRM systems, customer surveys, and social media analytics to gather relevant customer behaviour and satisfaction data.
- Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership.
Process Improvement and Optimization:
- Work with cross-functional teams to map customer journeys and identify process inefficiencies or gaps.
- Propose and implement process improvements to enhance the customer experience and reduce churn.
- Collaborate with teams such as Business Intelligence (BI), marketing, and IT to integrate customer experience best practices into business processes.
Data-Driven Insights:
- Conduct detailed data analysis using tools such as SQL, Excel, Tableau, or Power BI to uncover insights into customer behaviours and preferences.
- Create reports, dashboards, and presentations to communicate these findings to stakeholders, supporting business decisions with clear, data-driven insights on customer experience.
KPI Tracking &Trend Analysis:
Monitor key performance indicators (KPIs) like CSAT, NPS, and customer churn, while analyzing trends and patterns in customer behaviour and preferences.
Project Management and Implementation:
- Manage customer experience improvement projects from start to finish, ensuring timely execution and successful goal delivery.
- Collaborate with teams to prioritize and implement changes based on customer feedback and data analysis, while ensuring all initiatives are properly tracked and documented.
Cost Optimization:
- Collaborate with relevant teams focusing on cost-effective ways to enhance customer touchpoints without compromising service quality.
- Analyze all Customer Experience costs and Identify opportunities for reducing costs at various touchpoints (e.g., through automation or process improvements.
- Developing and monitoring annual Budget analysis
Skills and Experience:
- Bachelor’s degree in data science, statistics, business analytics, or a related field.
- 2+ years of experience in a fast-paced contact centre or in customer service management.
- Proficiency in data analysis tools (e.g., SQL, Python, R, Tableau, Power BI).
- Strong analytical skills and ability to interpret complex data sets.
- Excellent communication and presentation skills.
- Knowledge of customer experience metrics and best practices.
- Experience working with CRM systems and customer data.
- Knowledge in Accounting will be an added advantage.
- Experience in the Pay go/ BPO industry.
- Knowledge of customer experience management methodologies.
- Experience with statistical modelling and predictive analytics.
How to Apply
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