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Customer Experience Analyst
Very Tecnologia. Analyze customer experience indicators and data, such as CSAT, NPS, CES, and satisfaction surveys .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience (CX) analysis, including customer journey mapping and the use of indicators such as CSAT, NPS, and CES. Proficient in data analysis, report preparation, and fostering a customer-centric culture within organizations.
Highest-signal resume keywords
Customer Experience (CX)Voice of the Customer (VoC)Customer Journey MappingData AnalysisITIL Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CSATNPSCESRoot Cause AnalysisReport PreparationPersona DevelopmentAction Plan Monitoring
Soft Skills
CollaborationCustomer-Centric Mindset
Tools & Technologies
ITSM ToolsCRM SystemsSurvey Platforms
Certifications & Qualifications
Customer Experience (CX) CertificationCustomer Success CertificationService Management Certification
Industry Keywords
Customer ExperienceService ManagementInformation TechnologyCommunicationsMarketing
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Analyze customer experience indicators and data, such as CSAT, NPS, CES, and satisfaction surveys
- Map customer journeys and touchpoints, and identify opportunities for improvement
- Consolidate and analyze customer feedback and inquiries through the Voice of the Customer (VoC)
- Prepare assessments, reports, dashboards, and improvement recommendations
- Monitor action plans with the responsible teams
- Work collaboratively with technical, customer service, customer relations, and service management teams
- Support the analysis of recurring causes of customer dissatisfaction
- Contribute to promoting a customer-centric culture across the organization
Requirements
What you’ll need- Bachelor’s degree completed
- Preferred background in Information Technology, Communications, Marketing, Service Management, or a related field
- At least 1 year of experience in customer experience-related activities
- Knowledge of Customer Experience (CX) and Voice of the Customer (VoC)
- Knowledge of customer journey mapping and indicators such as CSAT, NPS, and CES
- Experience analyzing and developing personas
- Knowledge of data analysis and report preparation
- Knowledge of ITIL and service management
- Familiarity with ITSM tools, CRM systems, or survey platforms
- Ability to conduct root cause analysis and monitor action plans
- Certifications or courses in Customer Experience (CX) or Customer Success are a plus
- Service management certifications are a plus
- Additional ITIL knowledge is a plus
Benefits
Comp & perks- Meal allowance
- Transportation allowance
- Health insurance
- Hybrid work