Customer Insights Specialist / Customer Experience Analyst / Customer Success Analyst

Overview

The role centers on analyzing customer behaviors, feedback, and business data to uncover insights that elevate customer experience, boost satisfaction, and contribute to sustainable business growth. This position involves gathering and validating data from various channels, monitoring the customer journey, tracking critical experience metrics, and pinpointing opportunities to enhance engagement, retention, and loyalty.

Key Duties

• Collect, verify, and analyze customer data from multiple sources to drive informed decisions.
• Track and assess customer journey performance and primary customer experience measures.
• Identify areas for improving customer engagement and retention strategies.
• Collaborate closely with teams in customer success, product, marketing, sales, operations, and leadership to address customer needs and refine customer journeys.
• Conduct customer segmentation, Voice of Customer (VoC) analysis, satisfaction surveys, churn and cohort analyses.
• Develop dashboards and automate reporting processes to facilitate continuous improvement and exceptional customer interactions across all touchpoints.

Qualifications and Skills

• Bachelor's degree in Business Analytics, Marketing, Business Administration, Data Analytics, Statistics, Customer Experience Management, Psychology, Economics, Information Systems, or related disciplines.
• Demonstrated experience in customer insights, experience management, customer success, BI, market research, or data analysis roles.
• Deep understanding of customer journey mapping, VoC, lifecycle management, segmentation, retention, satisfaction, and experience methodologies.
• Expertise in SQL and Microsoft Excel; proficient in creating dashboards and reports via Power BI, Tableau, Looker, Looker Studio, Qlik Sense, or similar BI tools.
• Experience using CRM systems such as Salesforce, HubSpot, Microsoft Dynamics, Zendesk, Gainsight, or analogous platforms.
• Knowledge of customer analytics and digital experience software including Google Analytics, Adobe Analytics, Mixpanel, Amplitude, Qualtrics, Medallia, Hotjar, or comparable tools is highly preferred.
• Proficient in conducting analyses like CSAT, NPS, CES, churn, cohort studies, A/B testing, and customer behavior.
• Strong analytical thinking and problem-solving capabilities turning data into actionable business strategies.
• Excellent communication, presentation, and stakeholder collaboration skills.
• Advantageous skills include familiarity with Python, R, predictive analytics, machine learning, ETL/ELT, and cloud platforms such as AWS, Azure, or GCP.
• Professional certifications in Power BI Data Analysis, Google Analytics, Salesforce Administration, or equivalent customer experience and analytics credentials are a plus.
• A results-oriented professional passionate about leveraging data and customer insights to enhance satisfaction, loyalty, business performance, and growth.