Customer Experience Analyst

Description

Job Summary: We are seeking a Customer Experience Analyst to lead the design, implementation, and maintenance of network architectures and systems, continuously optimizing systems and resolving incidents. Key Highlights: 1. Leading multinational company in the telecommunications market. 2. Join a team that brings development to remote areas of the country. 3. Opportunity to strategically impact customer experience. **Are you looking to join a leading multinational company in the market? This is your opportunity!** We invite you to join our team as: **Customer Experience Analyst** **** **WHO WE ARE:** We are a company with the nation’s largest telecommunications network; for over 25 years, we have brought development to towns and businesses located in the most remote areas of the country. Additionally, we have an international presence in 20 countries across all five continents. **MISSION:** To strategically lead the design, implementation, and maintenance of network, system, and storage architectures, ensuring availability, scalability, and security of technological environments. Drive continuous system optimization and proactive incident resolution, contributing to the achievement of the organization’s strategic objectives. Requirements: * Experience in surveys, NPS, qualitative/quantitative analysis, and journey mapping. * Intermediate Excel * Intermediate Power BI * Intermediate English * PPT \& Canva \- Executive presentations Brand: Gilat Satellite Networks Who we are looking for: Bachelor's degree or graduate in Administration, Industrial Engineering, Marketing, or related fields. * Minimum 2 years of experience in roles related to customer experience (CX), customer research, data analysis, or process improvement—preferably within service-oriented companies (telecommunications, banking, etc.). * Solid knowledge of customer experience metrics (NPS, CSAT, etc.). * Experience in customer journey mapping (proficiency with tools such as Miro, Mural, or similar is desirable). * Experience in qualitative and quantitative analysis of customer satisfaction survey data. What you will do: * Conduct qualitative and quantitative studies (surveys and NPS measurements). * Process, analyze, and report customer satisfaction data. * Support the generation of CX benchmarks and baseline assessments. * Build and validate archetypes and customer journeys by segment. * Identify and prioritize pain points using operational data and customer perception. * Prepare executive reports with insights and improvement opportunities. * Coordinate with key departments (PMO, Commercial, NOC, and Operations) to implement improvement actions. * Track commitments, gaps, and response times. * Maintain up-to-date CX dashboards and metrics. * Ensure centralization, traceability, and documentation of CX information. Area of Interest: Customer Services