About the Role
The role involves analyzing customer interactions, translating insights into actionable initiatives, and collaborating with cross-functional teams to improve end-to-end customer journeys using qualitative and quantitative data.
Responsibilities
- Identify friction points in customer workflows through data analysis and user feedback
- Define and document business requirements for customer-facing improvements
- Collaborate with product managers to prioritize experience-enhancing features
- Conduct root cause analysis on customer support trends and escalations
- Develop customer journey maps to visualize key touchpoints and gaps
- Translate customer insights into measurable performance metrics
- Lead workshops with stakeholders to align on experience goals
- Evaluate the impact of implemented changes using KPIs and user testing
- Support the design and rollout of self-service tools and resources
- Partner with UX researchers to gather and interpret user behavior data
- Create process flow diagrams to streamline service delivery
- Manage backlog of customer experience initiatives
- Facilitate communication between technical teams and business units
- Develop reports and dashboards to track customer satisfaction trends
- Ensure compliance with data privacy standards in all analyses
- Assist in onboarding and mentoring junior analysts
- Use analytics platforms to extract and interpret customer data
- Propose improvements based on competitive benchmarking
- Coordinate with support and success teams to validate pain points
- Drive adoption of customer-centric practices across departments
- Maintain documentation of analysis methodologies and outcomes
- Participate in product testing from a user perspective
- Present findings and recommendations to leadership
- Monitor emerging customer experience technologies and methods
- Support change management for new customer-facing processes
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexible remote options
Team
Part of the product and customer success strategy team
Why This Role Matters
- Customer experience directly influences retention and brand reputation. This role shapes how users interact with core platforms and services, ensuring their needs are met efficiently and empathetically.
- By identifying systemic issues and advocating for user-centered design, the analyst helps reduce support load and increase customer satisfaction over time.
What to Expect
- You’ll work closely with product, support, and UX teams to diagnose issues and test solutions.
- Expect regular data reviews, stakeholder meetings, and opportunities to lead improvement projects from concept to launch.
Available for qualified candidates
