Data Analyst - CX / Customer Experience
Salary: Depending on experience, ranges from £48,500 - £56,500 per annum
Type: Permanent role with fantastic benefits including bonus up to 21.5%
Location: Hybrid role working 3 days a week in Staines, 2 days remotely
Working for a global technology company based in Staines, we are looking for an experienced Customer Experience / CX Analyst to join their Service & Automation Team.
The Customer Experience / CX Analyst is responsible for analyzing market trends and customer issues to develop software verification strategies. This role involves real-time monitoring of market changes and user feedback to optimize quality improvement activities and testing processes, ultimately enhancing customer satisfaction.
Main Responsibilities:
1. Market and Customer Issue Analysis: Analyze market trends, competitor activities, user reviews, and feedback.
2. Identify key issues and potential risks, prioritizing them effectively.
3. Software Verification Strategy Development: Design software verification plans and scenarios based on analyzed market data.
4. Develop testing strategies to ensure effective quality management.
5. Customer Experience (CX) Improvement: Identify product and service issues from the user perspective.
6. Process and Tool Management: Utilize and optimize the use of market analysis tools.
7. Continuously improve verification processes and standardize quality management practices.
8. Collaboration and Communication: Collaborate with QA and CS teams in Korea and Europe to resolve customer issues quickly.
9. Report key findings and quality improvement directions to management and stakeholders.
Essential Skills:
1. Proven experience in customer experience analysis and data-driven decision-making.
2. Strong understanding of software development life cycle (SDLC).
3. Proficiency in data analysis tools (e.g., Sprinklr, Power BI).
4. Excellent problem-solving skills, logical thinking, and communication abilities.
Desirable Skills:
1. Preferred Korean speaking, as this position requires communicating with colleagues based in South Korea.
2. Experience in customer feedback management systems or VOC (Voice of Customer) analysis.
3. Hands-on experience with analysis tools and frameworks.
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