As a Senior Specialist CX Insights you will play a key role in supporting the CX Operations and Policy teams by providing quantitative insights that drive improvements in customer experience. You will work closely with data teams to define new metrics design automated dashboards and analyze large datasets to uncover actionable insights.
This role requires strong analytical skills attention to detail and the ability to translate data into meaningful recommendations. You will be responsible for monitoring and reporting on key CX metrics identifying unusual patterns in customer behavior and supporting initiatives that impact budgets customer retention and order frequency. If you are passionate about datadriven decisionmaking and enhancing customer experience this is an excellent opportunity to make an impact in a dynamic and fastpaced environment
CX Insights and Data Analysis:
Provide quantitative insights to support CX Operations and Policy teams helping drive improvements in customer experience.
Analyze large datasets in Excel to uncover trends and performance drivers.
Work with data teams to define new CX metrics and design automated dashboards (e.g. Looker Tableau).
Identify unusual patterns in customer behavior and collaborate with Fraud teams to develop preventative solutions.
Support operational metric tracking during experiments and A/B tests.
Assist in sizing the impact of CX initiatives on budgets customer retention order frequency and other key business metrics.
CX Performance Monitoring & Reporting:
Monitor and report on CX metrics in weekly and monthly business reviews with regional markets.
Track trends KPIs and key operational metrics ensuring visibility and alignment across teams.
Develop and maintain dashboards that provide realtime insights into customer experience performance.
Collaborate with crossfunctional teams to ensure data accuracy and consistency in reporting.
Special Projects & Strategic Initiatives:
Support adhoc strategic projects that require CX insights such as process improvements new initiative evaluations or marketspecific deep dives.
Work closely with crossfunctional stakeholders to provide datadriven recommendations for special initiatives.
Assist in pilot programs experimental CX interventions and business case evaluations to assess their potential impact.
Qualifications & Experience:
Bachelors or Masters degree in Business Data Analytics Statistics Economics or a related field.
35 years of experience in consulting data analysis or business intelligence preferably in Cx ecommerce food delivery or a techdriven environment.
Strong Excel skills with the ability to handle large datasets and perform complex analysis.
Experience with SQL Looker Tableau or similar BI tools is a plus.
Proven ability to translate data into insights and actionable recommendations. Experience working in fastpaced highgrowth environments with crossfunctional teams
Skills & Competencies:
Strong analytical and problemsolving skills
Ability to work with large datasets and extract meaningful insights.
Datadriven mindset with a keen eye for identifying trends and anomalies.
Ability to present insights in a clear and actionable manner to stakeholders.
Detailoriented and highly organized with excellent time management skills.
Selfstarter with the ability to work independently and in a team environment
Remote Work :
No
Employment Type :
Fulltime
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