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Motive over 2 years ago

About the Role: As our Customer Experience Analyst, you will be part of the Technical Support organization, on Support Operations and report to the Customer Experience Manager. Your curiosity, confidence in delving into data, and customer empathy will guide your efforts in this highly impactful role. You will identify opportunities to improve the customer experience by analyzing quantitative, behavior, qualitative structured and unstructured data and reporting on customer experience. You will be gathering this data into strong business cases to drive improvement in close partnership with leadership. What You’ll Do: Translate the CX survey findings (e.g. NPS, CSAT) and other sources of feedback (e.g. customer comments) across different touch points into actionable insights that influence decision making and business optimizationsContinuously monitor customer feedback to identify emerging trends and issues and perform deep e analysis to identify wins and opportunity areasYou will e deep into customer journeys to understand and empathize with customer pain points and identify improvement opportunities in the customer/partner experience.Prepare for and participate in cross-functional insight reviews and action-planning meetings with internal stakeholders at senior management levelAdvocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedbackWhat We’re Looking For: 5+ years of experience in a customer facing role3+ years of experience performing data analysis and reportingExperience using data to tell compelling storiesExperience building management facing decks & documentationExperience identifying trends and actions from data insights  #LocationLahore, Punjab, Pakistan