The Customer Experience (CX) team at Hiweb is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience Analyst at Hiweb, you will be part of a customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. Leveraging your strong background in CX/VoC and expertise in data analysis and storytelling, your passion for customer centricity, you will help shape the future of our customer experience program and contribute to the growth and success of our organization.

 Responsibilities

•  Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
• Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
• Keeping informed of industry trends and new CRM technologies.
• Identifying customer needs and taking proactive steps to maintain positive experiences.

Requirements

• 3+ years of experience in customer experience or customer insights analytics
• Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders’ needs
• Proficiency in customer experience measurement tools and methodologies, including NPS, CSAT, CES, and customer journey mapping.
• Strong written and verbal communication skills, with the ability to present complex data and insights in a clear and concise manner.
• Customer-centric mindset and the ability to empathize with customers to understand their needs and preferences.