Remote Customer Experience (CX) Analyst

Company: Naukri Mitra
Salary: $130,500 annually
Location: Remote

About Naukri Mitra:
Naukri Mitra is a trusted recruitment company connecting talented professionals with exceptional career opportunities. We take pride in fostering meaningful connections between candidates and employers, ensuring the best fit for long-term success. Our goal is to help talented individuals build rewarding careers while enabling businesses to achieve their potential through the power of human talent.

Job Overview:
Naukri Mitra seeks an experienced and driven Remote Customer Experience (CX) Analyst to join our client’s team. The successful candidate will be vital in analyzing customer interactions and behaviors to ensure an excellent customer experience. As a CX Analyst, you will collect and analyze customer data, develop insights, and provide recommendations to improve customer satisfaction and loyalty. This is a unique opportunity to be part of a fast-paced environment where you can immediately enhance the customer journey through strategic insights.

Key Responsibilities:

• Customer Journey Mapping: Analyze and map customer journeys across various touchpoints to identify pain points, areas for improvement, and opportunities to deliver a seamless experience. Develop actionable insights to improve the customer journey and enhance satisfaction.
• Customer Feedback Analysis: Collect and analyze customer feedback from surveys, reviews, and other channels to understand customer sentiments and identify trends. Use qualitative and quantitative data to develop insights that help drive continuous improvement in the customer experience.
• Customer Data Analytics: Use advanced analytics tools to gather, interpret, and analyze customer data. Identify customer behaviors, patterns, and preferences, and use data-driven insights to make recommendations for enhancing customer satisfaction.
• Performance Metrics & KPI Tracking: Monitor and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to evaluate the overall effectiveness of customer experience initiatives. Provide insights and recommendations to improve these metrics.
• Voice of the Customer (VoC) Programs: Develop and manage Voice of the Customer programs to understand customer perspectives, gather feedback, and translate it into actionable insights. Advocate for the customer by providing recommendations to internal teams based on VoC analysis.
• Customer Segmentation: Create customer segments to understand target audiences better and tailor customer experiences to their needs. Use segmentation analysis to develop targeted strategies that improve customer satisfaction and loyalty.
• Collaboration with Cross-Functional Teams: Collaborate with product, sales, marketing, and customer support teams to provide insights into the customer experience and recommend initiatives that align with business goals. Work closely with stakeholders to ensure a customer-centric approach across all business functions.
• Customer Experience Improvement Initiatives: Drive and implement initiatives to improve the customer experience across all touchpoints. Use insights to recommend product changes, processes, and policies that enhance customer satisfaction and loyalty.
• Customer Support Analysis: Analyze customer support data to identify common issues, bottlenecks, and inefficiencies. Recommend process improvements to enhance the quality and speed of customer support, thereby improving the overall customer experience.
• Reporting & Data Visualization: Create reports and dashboards using visualization tools like Power BI or Tableau to communicate CX insights to stakeholders. Develop clear, compelling visualizations that communicate the value of CX initiatives and provide recommendations for improvement.
• Trend Analysis & Market Research: Conduct market research to identify customer experience trends, industry best practices, and competitive insights. Provide relevant recommendations to enhance the company’s customer experience strategy and stay ahead of competitors.

Required Qualifications and Skills:

• Educational Background: Bachelor’s degree in Business, Marketing, Statistics, Psychology, or a related field. A master’s degree is preferred.
• Experience: At least 3-5 years of experience in customer experience analysis, market research, or related roles. Experience in a remote working environment is a plus.
• Analytical Skills: Strong analytical skills with the ability to collect, analyze, and interpret customer data to develop actionable insights. Experience in data analytics and customer segmentation is required.
• Technical Proficiency: The candidate must be proficient in data analysis tools like Microsoft Excel, SQL, and customer experience platforms. Experience with data visualization tools like Tableau or Power BI is an advantage.
• Customer-Centric Mindset: Passionate about delivering exceptional customer experiences and prioritizing customer needs. Strong ability to empathize with customers and put oneself in their shoes.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex data insights clearly and concisely to stakeholders from different departments.
• Problem-Solving Ability: Creative problem-solver with the ability to think strategically, identify opportunities for improvement, and provide recommendations that align with business goals.
• Attention to Detail: Strong attention to detail ensures the accuracy of data analysis and insights. It also allows for inaccurate tracking and reporting of data is accurate.
• Self-motivation: Ability to work independently in a remote environment with minimal supervision. Highly motivated and organized, with strong time management skills and the ability to handle multiple tasks simultaneously.

Preferred Qualifications:

• Experience in a similar CX analyst role within a remote environment.
• Experience with VoC programs and customer feedback analysis.
• Knowledge of customer experience platforms like Qualtrics or Medallia.
• Understanding of customer support processes and customer journey mapping tools.

Why Join Naukri Mitra?

• Competitive Salary: We offer a highly competitive salary of $130,500 annually, recognizing your experience and expertise in enhancing customer experience.
• Flexible Remote Work: You can work remotely from anywhere, maintaining a healthy work-life balance while contributing to meaningful projects.
• Career Growth & Learning Opportunities: Naukri Mitra is committed to fostering professional growth and development. You will have opportunities to expand your skills, take on new challenges, and work on exciting projects that make a real impact.
• Supportive Team Culture: Join a diverse, supportive, and inclusive team that values collaboration, creativity, and innovative thinking. We believe in the power of teamwork to achieve collective success.
• Meaningful Impact: As a Remote Customer Experience Analyst, you will play a crucial role in shaping the customer experience and driving improvements that will significantly improve customer satisfaction and loyalty.

Working at Naukri Mitra

At Naukri Mitra, we believe in building an inclusive work culture where everyone feels valued and empowered. Our goal is to create an environment where employees feel encouraged to share their ideas, grow their skills, and make a meaningful impact on the business and customer experience. We are proud to have a diverse team that embraces different perspectives, and we prioritize continuous learning, communication, and teamwork. We believe that our people are the key to our success, and we prioritize creating a rewarding work experience where every team member thrives.

Suppose you are passionate about customer experience and eager to work in a dynamic, collaborative, and flexible remote environment. In that case, we encourage you to apply for the Remote Customer Experience (CX) Analyst position at Naukri Mitra. We look forward to welcoming you to our team and supporting your journey to make a difference for our customers.