Responsibilities

• Analyse customer behaviour and feature usage data to identify key drivers of KPIs.
• Determine which customer actions and product interactions have the most significant impact on KPI performance.
• Provide insights into customer sentiment, pain points, and areas for improvement by way of mining/analyzing data from call transcripts, survey responses & social channels
• Conduct a thorough analysis of existing KPIs to understand their relationship with higher-level company metrics and ROI.
• Quantify the impact of incremental improvements in KPIs on overall business performance.
• Develop data visualizations to drive more informed business decisions.
• Utilize business process modelling to create models that reflect an intuitive, non-technical model of how the business is conducted.
• Identify key trends and outliers across customer verbatims, scores, and feedback.
• Produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience.
• Plan and lead cross-functional design sessions that leverage key findings.
• Establish and maintain effective working relationships with internal stakeholders and external partners.

Education

• Bachelor's degree in IT, business, computer science, statistics, or a related field

Required Skills and Experience

• 7+ years of experience in a customer experience role
• Expertise in developing dashboards and visualizations using Qlik sense
• Expertise in database design and SQL
• Experience working with customers in a multi-channel setting, including chat, email, and phone support
• Experience with business process mapping, process analysis, and needs assessments
• Experience working with large, noisy, and complex real-world data from multiple products and sources in preparation for statistical analysis
• Experience performing data analysis and reporting in both detail and summary formats
• Experience working with market and customer research inputs
• Strong statistical and mathematical skills