Customer Experience (CX) Analyst
New
J
JobgetherCustomer experience
Based in the United StatesFull-TimeMiddle
Salary58 - 68 USD per hour
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Job Details
- Experience
- At least 4 years of experience in customer experience, customer insights, analytics, research, or a related analytical role.
- Required Skills
- Data AnalysisData visualization
Requirements
- At least 4 years of experience in customer experience, customer insights, analytics, research, or a related analytical role.
- Ability to design and conduct customer research through surveys and interviews and translate findings into actionable insights.
- Working knowledge of customer journey mapping and experience or service design methodologies.
- Familiarity with voice-of-customer approaches, experience measurement, and survey design, including CSAT, CES, and NPS.
- Strong analytical skills and experience working with survey data, support tickets, case data, and qualitative feedback.
- Ability to create reports, dashboards, and data visualizations for operational teams and leadership.
- Familiarity with AI and large language model tools for customer experience use cases.
- High school diploma or GED.
- Ability to present findings and recommendations clearly to different stakeholders.
Responsibilities
- Own and analyze voice-of-customer programs and experience metrics, including CSAT, CES, and NPS, across support channels.
- Analyze survey responses, open-text feedback, and ticket or case data to identify trends, customer pain points, and underlying causes.
- Develop dashboards, reports, and visualizations that communicate the end-to-end customer support experience.
- Map customer support journeys to identify friction and improvement opportunities across processes, tools, and content.
- Prioritize customer experience improvements, track recommendations through implementation, and measure their impact.
- Design and conduct customer research, including interviews and surveys, to understand customer needs and evaluate changes.
- Partner with support, product and tooling, content, and analytics teams to implement recommendations and close the customer feedback loop.
- Apply AI and LLM tools to open-text analysis, research synthesis, insight generation, and self-service initiatives.
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