Remote Customer Experience (CX) Research Analyst

Company: Naukri Mitra

Salary: $98,500 annually

About Us
Naukri Mitra is a trusted recruitment company connecting talented professionals with exceptional opportunities across various industries. We are passionate about helping our candidates and clients thrive by providing high-quality recruitment services tailored to meet specific needs. We are seeking an experienced Remote Customer Experience (CX) Research Analyst to join a forward-thinking team remotely, assisting our clients in enhancing their customer experience strategies by providing actionable insights and data-driven recommendations.

Job Overview
We seek a skilled and insightful Remote Customer Experience (CX) Research Analyst to work remotely and help our clients elevate their customer experience. As a CX Research Analyst, you will analyze customer data, gather insights from customer feedback, and provide recommendations that drive customer satisfaction and loyalty improvements. The ideal candidate will have strong analytical skills, experience in customer research, and a passion for understanding and improving the customer journey. You will play a key role in helping our clients understand their customers better and create exceptional experiences at every touchpoint.

Key Responsibilities

• Conduct in-depth research to analyze customer feedback and behavior across different touchpoints, including surveys, customer reviews, and other data sources.
• Develop and implement customer satisfaction surveys, ensuring they are designed effectively to gather actionable insights.
• Analyze qualitative and quantitative data to identify trends, patterns, and critical customer satisfaction and loyalty drivers.
• Create detailed reports, presentations, and dashboards summarizing research findings and providing actionable recommendations to improve customer experience.
• Collaborate with clients to understand their customer experience goals and objectives and develop tailored research solutions that meet their needs.
• Monitor customer sentiment and identify areas for improvement, providing insights that help clients address customer pain points.
• Work closely with cross-functional teams, such as marketing, product development, and customer service, to align CX research findings with overall business strategies.
• Track and benchmark customer satisfaction and Net Promoter Score (NPS) over time to measure the effectiveness of CX initiatives.
• Use customer journey mapping to identify critical pain points and opportunities to enhance the customer experience.
• Develop key performance indicators (KPIs) to evaluate customer experience initiatives and provide guidance on improving customer satisfaction.
• Stay current with industry trends and best practices in customer experience research, and use this knowledge to provide innovative solutions to clients.
• Provide key stakeholders with regular updates and briefings, ensuring they are informed of relevant findings and insights related to customer experience.

Required Skills and Qualifications

• Bachelor's degree in Market Research, Business, Psychology, Data Analytics, or a related field.
• Minimum of 3 years of experience in customer experience research, market research, or a related role involving customer data analysis.
• Strong understanding of customer experience metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
• Proficiency in survey software, such as Qualtrics, SurveyMonkey, or similar platforms, to design and conduct customer surveys.
• Experience using data analysis tools like SPSS, R, or Excel to analyze customer data and derive meaningful insights.
• Excellent written and verbal communication skills, with the ability to present complex data clearly and concisely.
• Strong analytical skills with the ability to identify trends and patterns in both quantitative and qualitative data.
• Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a remote work environment.
• Strong attention to detail and a commitment to data accuracy and quality.
• Ability to work independently while also being a collaborative member of a team.

Preferred Skills

• It is highly desirable to have experience conducting customer experience research in specific industries, such as retail, finance, healthcare, or technology.
• Familiarity with data visualization tools like Tableau or Power BI to create insightful visual reports.
• Experience with advanced customer experience techniques like sentiment analysis, journey mapping, or segmentation.
• Knowledge of customer relationship management (CRM) systems and how customer data can enhance CX strategies.
• Familiarity with qualitative research techniques, such as focus groups or in-depth interviews, to gather insights into customer behavior.
• Ability to interpret customer experience data in the context of broader marketing strategies and business objectives.
• Strong interest in understanding consumer behavior and enhancing the overall customer journey.

Why Join Us

• Work remotely from anywhere, with the flexibility to manage your schedule and achieve a healthy work-life balance.
• Collaborate with leading companies across various industries and help them improve their customer experience strategies.
• Competitive salary of $98,500 annually, commensurate with skills and experience.
• Be part of a passionate and supportive team that values innovation, creativity, and professional growth.
• Gain exposure to a wide range of industries and clients, enhancing your expertise in customer experience research.
• Access to professional development and training opportunities to further your career.
• Work on challenging and meaningful projects directly impacting clients' customer experience strategies and success.

Who You Are

You are an insightful, analytical thinker with a passion for understanding customer needs and driving improvements in customer experience. You are comfortable diving into data, analyzing customer feedback, and developing insights that help clients create exceptional customer experiences. You thrive in a remote work environment, managing your time effectively and balancing multiple projects simultaneously. You are curious about the ever-evolving customer experience landscape and enjoy staying up-to-date with industry trends, emerging technologies, and best practices. You are eager to contribute to the success of a forward-thinking company like Naukri Mitra, where your skills and insights can make a real difference.

If you are ready to leverage your customer experience research skills to help clients create exceptional customer journeys, we encourage you to apply for this exciting opportunity with Naukri Mitra.

How to Apply

If you are interested in this role, please submit your application through Naukri Mitra's application portal. We look forward to reviewing your qualifications and getting to know you better.