Customer Experience Analyst

Description

Position Summary: We are seeking a Customer Experience Analyst to monitor, analyze, and optimize customer experience across multiple touchpoints and strategic initiatives. Key Highlights: 1. Manages and monitors key customer experience metrics (NPS, CSAT). 2. Analyzes customer feedback to identify gaps and actionable improvement opportunities. 3. Leads cross-functional working sessions to optimize key processes. At Imagina, we are looking for a Customer Experience Analyst. Key responsibilities include: * Monitoring and managing core customer experience metrics across all touchpoints (e.g., NPS, CSAT, complaints, SLA), ensuring compliance and continuous improvement. * Conducting comprehensive analysis of customer feedback from diverse channels to identify critical experience gaps and actionable improvement opportunities. * Mapping and optimizing customer journeys, identifying pain points, and designing/executing data-driven action plans focused on continuous customer experience enhancement. * Leading cross-functional working sessions to drive improvements in key processes directly impacting customer experience and promoting cross-departmental initiatives. * Designing and developing executive reports and dashboards to enable timely tracking and data-informed decision-making based on core experience metrics. * Overseeing critical processes within the customer journey, ensuring adherence to standards, guidelines, and customer experience best practices. * Actively participating in strategic customer experience projects, contributing to organization-wide implementation of improvements. Requirements: * 2 years of experience in similar roles; 1 year in the real estate sector (preferred but not mandatory). * Bachelor’s degree in Industrial Engineering, Business Administration, Marketing, Economics, or related fields. * Experience with Voice of Customer (VOC) programs, Customer Journey Mapping, and CX metrics (desirable). Employment Type: Full-time Work Location: On-site