Customer Experience Analyst

Description

Job Summary: Analyze and improve in-store customer experience through direct observation, data analysis, and transformation of findings into actionable insights. Key Highlights: 1. Continuous improvement of in-store customer experience. 2. Transformation of observations into actionable insights. 3. Fieldwork with frequent store visits. **Job Description** ---------------------- Analyze and improve in-store customer experience through direct observation on the sales floor and data analysis. Conduct periodic store visits to observe customers' real in-store experience on the sales floor and identify friction points and opportunities. Collect field information via direct observation and conversations with customers and store teams, documenting relevant findings. Analyze CX metrics (NPS, CSAT, complaints, or others). Transform field findings and feedback into clear, actionable insights, prioritizing opportunities based on impact on customers and business. Prepare executive reports and presentations with findings, recommendations, and next steps. **Candidate Requirements** -------------------------- * Graduate or Bachelor's degree in Business Administration, Industrial Engineering, Marketing, or related fields. * Minimum 1 year of experience in Customer Experience within sales floors; retail sector experience preferred. * Proficiency in Customer Experience and User Experience metrics. * Intermediate Excel skills; knowledge of Data Studio. * Strong observational skills on the sales floor, ability to conduct short interviews, and synthesize insights. * Willingness to conduct frequent store visits (fieldwork). This position is open to persons with disabilities. **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position 2\. Check your email 3\. Log in to Aira and respond to the requested questions and/or assessments Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and consist of five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch and innovate, take risks, and create opportunities that keep us at the forefront — driving us to constantly reinvent ourselves to deliver the best shopping experience at every touchpoint with us. At Grupo Falabella Peru, we promote an inclusive and diverse culture grounded in equity and respect for all individuals, regardless of gender, religion, disability, LGBTQ+ identity, ethnicity, or other forms of diversity