Overview
Analyst/ Sr. Analyst, Customer Experiencer Jobs in Riyadh, Saudi Arabia at Tamkeen Technologies
Title: Analyst/ Sr. Analyst, Customer Experiencer
Company: Tamkeen Technologies
Location: Riyadh, Saudi Arabia
Job Purpose:
We are looking for talented in Customer Experience who will be responsible for analyzing customer interactions, feedback, and behavior to provide actionable insights that enhance customer satisfaction and loyalty. This role involves developing metrics, reporting tools, and strategies to improve the overall customer journey. The candidate shall collaborate with cross-functional teams to align customer experience initiatives with business objectives, ensuring a seamless and engaging experience for customers.
Roles and Responsibilities:
Analyze customer feedback, surveys, and interaction data to identify trends, pain points, and opportunities.
Develop actionable recommendations to enhance the customer experience and address identified challenges.
Create and maintain dashboards, reports, and scorecards to monitor customer experience performance.
Partner with teams across the organization, including marketing, product, and operations, to align on customer experience strategies.
Identify and recommend enhancements to processes, tools, and systems to improve the customer journey.
Support efforts to map the customer journey, identifying critical touchpoints and moments of truth.
Track and interpret key performance indicators (KPIs) related to customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
Present findings to leadership and stakeholders, providing clear and compelling insights.
Qualifications:
Bachelor in Information technology, Business administration, or any related major.
Minimum Experience:
2 years of experience in customer experience, customer analytics, or a related role.
Skills and Competencies:
Proficiency in analytics tools.
Expertise in data visualization platforms.
Strong understanding of customer feedback mechanisms and CX metrics like NPS and CSAT.
Analytical mindset with the ability to translate complex data into actionable insights.
Strong project management skills with attention to detail and the ability to handle multiple priorities.
Exceptional communication skills, both written and verbal, with the ability to influence stakeholders.
Passion for understanding and improving the customer experience.
Experience with customer relationship management (CRM) systems like Salesforce or HubSpot.
Familiarity with journey mapping and customer experience platforms (e.g., Qualtrics, Medallia).
Certification in customer experience management (e.g., CCXP).
