Senior Customer Experience Analyst

22 hours ago

Hyderabad Secunderabad Telangana, India beBeeCustomerExperience Full time ₹ 1,04,000 - ₹ 1,30,878
Job Overview

The primary objective of this position is to analyze and optimize the customer experience across various touchpoints.

This role focuses on mapping the end-to-end customer journey, identifying pain points, and developing solutions to enhance the overall customer experience.

The analyst will work closely with multiple departments to ensure a seamless and efficient customer workflow.

">Key Responsibilities:
  • Develop and maintain detailed customer journey maps that illustrate the customer experience across all channels.
  • Identify key touchpoints, customer emotions, and actions at each stage of the customer lifecycle.
  • Conduct research to understand customer needs, motivations, and behaviors.

Workflow Analysis:

  • Analyze existing workflows and processes related to customer interactions.
  • Identify inefficiencies and areas for improvement within the current workflows.
  • Collaborate with cross-functional teams to design and implement optimized workflows that enhance the customer experience.

Data Collection and Analysis:

  • Gather quantitative and qualitative data from various sources, including customer feedback, surveys, usability tests, and performance metrics.
  • Analyze customer data to identify trends, pain points, and opportunities for improvement.

Recommendations and Reporting:

  • Provide actionable insights and recommendations to enhance the customer experience based on journey mapping and workflow analysis.
  • Present findings to stakeholders through visualizations, reports, and presentations.
  • Work with teams to ensure the successful implementation of recommended changes.

Collaboration:

  • Partner with product managers, UX designers, marketing, and other stakeholders to align customer journey improvements with overall business objectives.
  • Support teams in creating customer-centric strategies that drive customer satisfaction, retention, and loyalty.

Continuous Improvement:

  • Stay updated on industry trends and best practices in customer journey mapping and workflow optimization.
  • Implement continuous improvements to the mapping and analysis processes to ensure they evolve with customer and business needs.

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