Senior Customer Experience Analyst – Surveys & Customer Journey

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🕒 6 days ago

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Nuclea

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2016

THE SUSTAINABLE FASHION BRAND

📋 Description

• Operate 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, service interactions, operational data, qualitative insights), transforming it into diagnostics and strategic recommendations. • Translate customer experience data and insights into improvement proposals focused on impact, efficiency and better decision-making. • Communicate results and recommendations clearly, concisely and in a structured manner, supporting leaders and partner teams through reports, executive presentations and dashboards. • Manage multiple initiatives and simultaneous requests, prioritizing activities based on impact criteria for both the customer and the business. • Work proactively and collaboratively with internal teams, promoting a customer-centric culture and supporting the implementation of proposed actions.

🎯 Requirements

• Bachelor’s degree completed • 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) • Proficiency with Microsoft Office • Knowledge of Power BI • Degree background in Administration, Engineering, Marketing, Communications, Statistics, Economics or related fields

🏖️ Benefits

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