Customer Experience Business Analyst

3 weeks ago

Nairobi, Kenya Corporate Staffing Services Full time

About the role

The Customer Experience Business Analyst plays a pivotal role in driving customer-focused initiatives by analyzing data and processes to enhance the overall customer journey. They will work closely with cross-functional teams to identify improvement areas, streamline operations, and ensure that customer experience aligns with the business strategy. Their goal is to use data and insights to shape a seamless, efficient, and satisfying customer experience across all touchpoints

Duties and Responsibilities

Customer Experience Analysis:

Analyze customer interactions, feedback, and data across various touchpoints to identify pain points and opportunities for improvement. Utilize tools such as CRM systems, customer surveys, and social media analytics to gather relevant customer behaviour and satisfaction data. Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership.

Process Improvement and Optimization:

Work with cross-functional teams to map customer journeys and identify process inefficiencies or gaps. Propose and implement process improvements to enhance the customer experience and reduce churn. Collaborate with teams such as Business Intelligence (BI), marketing, and IT to integrate customer experience best practices into business processes.

Data-Driven Insights:

Conduct detailed data analysis using tools such as SQL, Excel, Tableau, or Power BI to uncover insights into customer behaviours and preferences. Create reports, dashboards, and presentations to communicate these findings to stakeholders, supporting business decisions with clear, data-driven insights on customer experience.

KPI Tracking &Trend Analysis:

Monitor key performance indicators (KPIs) like CSAT, NPS, and customer churn, while analyzing trends and patterns in customer behaviour and preferences.

Project Management and Implementation:

Manage customer experience improvement projects from start to finish, ensuring timely execution and successful goal delivery. Collaborate with teams to prioritize and implement changes based on customer feedback and data analysis, while ensuring all initiatives are properly tracked and documented.

Cost Optimization:

Collaborate with relevant teams focusing on cost-effective ways to enhance customer touchpoints without compromising service quality. Analyze all Customer Experience costs and Identify opportunities for reducing costs at various touchpoints (e.g., through automation or process improvements. Developing and monitoring annual Budget analysis

Stakeholder Collaboration:

Collaborate with sales, marketing, Business Intelligence, and product development teams to align customer experience strategies, while acting as the liaison between business stakeholders and technical teams to ensure solutions are feasible and support business objectives.

Customer Experience Strategy Development:

Contribute to the development of a customer experience strategy that supports business objectives.

Vendor and Partner Management:

Collaborate with external vendors or partners to ensure outsourced services meet customer experience standards while evaluating performance and addressing any issues affecting customer satisfaction.

Skills and Experience:

Bachelor's degree in data science, statistics, business analytics, or a related field. 2+ years of experience in a fast-paced contact centre or in customer service management. Proficiency in data analysis tools (e.g., SQL, Python, R, Tableau, Power BI). Strong analytical skills and ability to interpret complex data sets. Excellent communication and presentation skills. Knowledge of customer experience metrics and best practices. Experience working with CRM systems and customer data. Knowledge in Accounting will be an added advantage. Experience in the Pay go/ BPO industry. Knowledge of customer experience management methodologies. Experience with statistical modelling and predictive analytics.

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