CX Analysis/Research Specialist

Description

Job Summary: We are seeking a CX Analysis & Research Specialist to analyze customer behavior, lead working sessions, and design plans to improve the customer experience. Key Highlights: 1. Collaborate and challenge the status quo to grow with purpose 2. Analyze customer behavior and experience for improvements 3. Lead working sessions to optimize processes **Job Description** ---------------------- Are you driven by collaboration, challenging the status quo, and growing with purpose? Learn about the CX Analysis \& Research Specialist position. Responsibilities: * Analyze customer behavior and experience (rNPS, tNPS, jNPS, surveys, rankings, % contacts, % complaints, etc.) to identify improvement opportunities and generate insights for strategic areas. * Lead working sessions with teams, channels, and strategic areas to present insights and coordinate actions that improve processes, resolve incidents, and optimize the customer experience. * Design and implement strategic plans to enhance traditional and digital customer journeys, ensuring proper execution and elevating customer satisfaction levels. * Track improvement initiatives and validate whether changes or new processes/projects deliver the expected benefits. * Monitor key KPIs for each journey or project (rNPS, jNPS, tNPS, Churn, retention, % contacts, % complaints, among others) to ensure objective achievement. * Provide feedback on initiatives and communications from various company departments to ensure alignment with distinctive experience guidelines and positive customer impact. What We Need From You: * Minimum 3–5 years of experience in Customer Experience, Analytics, or Insights projects. * Experience in the telecommunications sector, specifically home/fixed products (desirable) **Candidate Requirements** -------------------------- * Bachelor’s degree or higher in Business Administration, Industrial Engineering, Business Engineering, or related fields. * Advanced proficiency in Microsoft Office * Intermediate proficiency in Power BI * Intermediate proficiency in English **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests 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 Entel, a leading telecommunications and technology company in Latin America, with over 60 years of experience in the industry. We operate in Chile and Peru, focusing on delivering solutions that connect people, businesses, and organizations through mobile and fixed network services, including data, IT integration, internet, local and long-distance telephony, among others. Since entering Peru in 2013, we have driven an innovative business proposition and a customer-centric approach as our core purpose. **Our Benefits** ----------------------- * Unlimited phone plan * Hybrid work model * Early Friday year-round * EPS health coverage * Wellness platform training * Educational partnership programs * Discounts with selected brands * Parking facility agreements