Senior Customer Experience Analyst – Research & Journey

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🕒 May 5

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Nuclea

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2016

THE SUSTAINABLE FASHION BRAND

📋 Description

• Work with a systemic view of customer processes and journeys, identifying friction points and opportunities for improvement across the experience. • Conduct root-cause analyses on critical customer experience issues, connecting symptoms, processes, data, and business impact. • Collect, consolidate, and analyze customer feedback from multiple channels (surveys, customer service interactions, operational data, qualitative insights), translating it into diagnostics and strategic recommendations. • Translate customer experience data and insights into improvement proposals focused on impact, efficiency, and decision-making. • Communicate results and recommendations in a clear, structured, and objective manner, supporting leadership and partner teams through reports, executive presentations, and dashboards. • Manage multiple workstreams and concurrent demands, prioritizing activities based on impact criteria for customers and the business. • Act proactively and collaboratively with internal teams, promoting a customer-centric culture and supporting the implementation of proposed actions.

🎯 Requirements

• Bachelor's degree in Business Administration, Engineering, Marketing, Communications, Statistics, Economics, or related fields. • Knowledge of research tools and methodologies. • Experience with satisfaction surveys and handling qualitative and quantitative feedback. • Familiarity with CRM tools (Dynamics, Salesforce, Zendesk, and others). • Proficient in the Microsoft Office suite. • Knowledge of Power BI.

🏖️ Benefits

• Medical and Dental Insurance • Meal Voucher (Ticket) • Life Insurance • Home Office Allowance • Profit Sharing (PLR) • Private Pension Plan • Childcare Assistance • WellHub and Totalpass