Customer Experience Lead & Analyst

Responsible for the overall customer journey, setting strategic direction, and converting data into experience opportunities improvement. This role also Plays as a data analysts by collecting, analyzing, and interpreting customer data. based on that he will work to enhance customer satisfaction, loyalty, and overall experience. By identifying pain points, optimizing processes, and driving innovation, hence contribute to the company’s success and competitive advantage.

Key Task Activities Deliverable Data Analysis – Analyze large datasets to identify trends, patterns, and opportunities for improvement in customer experience.

• Conduct in-depth analyses to derive actionable insights for business decision-making.
• create tracking mechanism on the customer experience which link to the business value -Insights report highlighting key trends and opportunities.
• suggestion of improvement of particular customer journey
• Track and manage the important Experience metrics both Network and Non-network Change Management * Develop a change management strategy to ensure employee buy-in and adoption of new processes. * Create communication plans to keep stakeholders informed about upcoming changes. * Conduct training workshops to equip employees with the skills and knowledge to implement new processes. * Manage resistance to change and address employee concerns. * Change management strategy document. * Communication plans for process changes. * Training materials for employees. * Reports on employee adoption of new processes. Customer Feedback Analysis – Analyze customer feedback data from various channels to understand customer sentiment and identify areas for improvement
• Collaborate with the Customer Service team to provide insights that contribute to the enhancement of customer support processes. – Comprehensive analysis report with insights on customer sentiment and improvement recommendations. Continuous Improvement – Stay informed about industry trends and best practices in data analysis.
• Propose and implement process improvements to enhance the efficiency of data analysis and reporting. – Recommendations for process improvements based on industry best practices.
• Implemented process improvements contributing to enhanced efficiency. Cross-functional Collaboration – Work closely with teams across departments, including Marketing, Product Development, and Customer Support, to understand their data needs and provide relevant insights. – Collaborative projects and reports addressing specific data needs of cross-functional teams.