Customer Experience Analyst

Analyst Description Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis • Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints • Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.) • Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc. • Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer experience and business performance. • Identify customer journeys, drop-offs, and behavioural patterns across digital touch points • Identify key customer pain points, trends, and emerging issues through data • Build dashboards and reports using Power BI, Tableau, or similar visualization tools • Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling) • Collaborate with digital, marketing, product, and CX teams to drive improvements • Manage client communication and ensure timely delivery of insights and reports • Drive closed-loop feedback mechanisms and continuous improvement initiatives.