End-User Experience Analyst

4 days ago

Bengaluru Chennai Hyderabad, India ti Steps Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role:

We are seeking an insightful and customer-focused End-User Experience Analyst to monitor, analyze, and improve the experience of our end users across all digital platforms and IT services. Your goal will be to ensure smooth, efficient, and satisfying interactions between users and technology, identifying pain points and driving enhancements that maximize productivity and minimize downtime.

Key Responsibilities:

  • Monitor and Analyst end-user experience across desktops, mobile devices, applications, and cloud services using tools and analytics platforms.
  • Collect and interpret user feedback, support tickets, and usage data to identify trends and issues affecting user satisfaction and productivity.
  • Collaborate with IT support, infrastructure, and application teams to troubleshoot and resolve user experience challenges.
  • Develop and maintain dashboards, reports, and KPIs related to end-user experience and service quality.
  • Conduct surveys, focus groups, and usability testing to gather qualitative insights.
  • Recommend and help implement improvements to IT service delivery, interfaces, and processes based on data-driven findings.
  • Advocate for end-user needs during project planning and technology deployments.
  • Stay current on best practices, tools, and trends in digital workplace experience and user-centric IT service management.

Preferred Skills:

  • Experience with UX research methods and usability testing.
  • Knowledge of digital adoption platforms and user training tools.
  • Familiarity with workplace productivity suites (e.g., Microsoft 365, Google Workspace).
  • Understanding of network performance monitoring and endpoint management.
  • Certifications such as ITIL Foundation or Certified Usability Analyst (CUA) are a plus.

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