Customer Experience Analyst (PHRN)

The Customer Experience Analyst plays a critical role in enhancing customer satisfaction and loyalty by analyzing customer interactions, feedback, and behavior across various touchpoints. This role focuses on identifying service gaps, improving agent performance, and driving strategic initiatives that elevate the overall customer experience.Customer Experience Analyst (PHRN)

Key Responsibilities:

 

 

Data Analysis & Reporting

 

Analyze customer feedback from surveys, calls, chats, and social media.
Monitor key metrics such as CSAT, NPS, FCR, and CES.
Create dashboards and reports to visualize trends and insights.

 

 

Customer Journey Mapping

 

Identify pain points and friction in the customer journey.
Recommend improvements to streamline processes and enhance satisfaction.

 

 

Cross-Functional Collaboration

 

Work with Operations, Quality, Training, and Client Services to implement CX initiatives.
Provide actionable insights to improve agent performance and customer handling.

 

 

Voice of the Customer (VoC) Programs

 

Design and manage VoC initiatives to capture customer sentiment.
Present findings to stakeholders and leadership teams.

 

 

Continuous Improvement

 

Recommend changes to scripts, workflows, and service delivery models.
Support root cause analysis and corrective action planning.

 

 

 

Qualifications:

 

Bachelor’s degree in Nursing. PHRN license is required.
2–4 years of experience in customer experience, quality analysis, or business analytics (preferably in BPO).
Strong analytical and problem-solving skills.
Proficiency in Excel, Power BI, Tableau, or similar tools.
Excellent communication and presentation skills.
Familiarity with CRM systems and customer feedback platforms.

Preferred Skills:

 

Experience with Six Sigma or Lean methodologies.
Knowledge of customer experience frameworks (e.g., CXM, Customer Journey Mapping).
Ability to manage multiple projects and meet deadlines.

Quezon City, Bridgetowne ZetaPhilippines