Customer Experience Analyst (Bonny Island)

Role SummaryWe are currently looking to hire a highly analytical and customer-focused professional to join our team as a Customer Experience Analyst. S/he will be pivotal in analyzing customer data, feedback, and interactions to identify opportunities for improving the overall customer experience. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to collaborate cross-functionally to drive positive changes.Responsibilities(a) Data AnalysisAnalyze customer data to identify trends, patterns, and areas for improvement in the customer experience.Utilize data analytics tools to extract meaningful insights for set data(b) Feedback Collection and AnalysisCollect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactionsAnalyze feedback to understand customer sentiments, preferences, and pain points.(c) Customer Journey MappingCreate and maintain visual representations of the customer journey, including touchpoints and interactions.Identify opportunities for improvement in the customer journey.(d) Root Cause AnalysisInvestigate and identify the root causes of customer issues or dissatisfaction.Collaborate with relevant teams to address and resolve underlying problems.(e) Performance MetricsEstablish and monitor key performance indicators (KPIs) related to customer experience.Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.(f) Cross-Functional CollaborationAct as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.Communicate customer insights and advocate for customer-centric practices.