Customer Experience Analyst

Let’s start with the role

We seek a Customer Experience Analyst based in Ecuador to analyze customer data, uncover insights, and collaborate with cross-functional teams to implement strategies that enhance customer journeys and drive satisfaction. Leverage your analytical skills to make a real impact and shape the future of our customer interactions.

As a Customer Experience Analyst, you will:

• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.).
• Track external and internal events and industry changes that may affect customer satisfaction and proactively assess potential impacts.
• Actively engage with customers and analyze customer feedback to create reports related to customer voice.
• Serve as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction.
• Evaluate the success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES).
• Investigate issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders.
• Collaborate with other divisions / teams to resolve customer pain points in an efficient way.
• Proactively identify improvement areas to enhance customer experience and operational efficiency.
• Detect pain points in current internal processes, products and tools and initiate solutions and process refinements.

What you’ll bring:

• Bachelor’s Degree in Business, Marketing or related field
• Previous experience in Customer Experience, User Experience, or Design Experience roles.
• Proficiency in English (mandatory).
• Excellent communication and presentation skills.
• Basic knowledge of data analysis.