Description

Lead customer experience analytics and survey strategies to drive data-driven decision-making across the organization.

This role is on-site.

Responsibilities

• Design and implement survey programs and research touchpoints to collect high-quality customer data.
• Manage end-to-end analytics for Voice of Customer (VoC) surveys and customer support operational metrics.
• Monitor customer feedback to identify emerging trends and perform deep-dive analyses into root causes.
• Develop and maintain dashboards to track CX metrics such as NPS and CSAT alongside service KPIs.
• Present actionable insights and recommendations to stakeholders and executives through data storytelling.

Required Skills

• 5+ years of experience in Customer Support, CX, VoC, or similar functions.
• 4+ years of experience in CX or support data analysis, including statistical analysis and customer insights.
• 3+ years of experience in customer experience program management and survey design.
• Proficiency in SQL for analyzing large datasets.
• Experience with CXM platforms such as Medallia or Qualtrics.
• Expertise in data visualization tools like Tableau or Power BI.
• Proven ability to communicate complex analyses to both technical and non-technical audiences.
• Experience working with B2B industry models.
• Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Data Science, Engineering, or Economics.

Key Skills

Education

Any Graduate