Customer Experience (CX) Insights Analyst

Location

Work from home | India

Job description

• The CX Insights Analyst role sits within the Customer Experience team, in the Strategy & Marketing organization
• The Customer Experience team s goal is to help identify priorities to improve the customer experience, through delivering relevant and actionable insights, partnering with internal stakeholders, and continuously improving the ways CX is monitored
• The team currently mostly focuses on the corporate key contact/buyer persona s experience, but the CX Insights Analyst would help us expend this scope to the end-user omnichannel experience (with a focus on online)
• The successful candidate will be reporting to the Global Client Experience Manager

What You ll do on a Typical Day:-

• Build, maintain, and continuously improve Tableau (or PowerBI) dynamic dashboards connecting various data sources to trend relevant CX metrics, give users the ability to slice and dice the data and identify deep dive priorities across the different stages of the customer journey. More generally, learn about data available at GBT and come up with new ideas to generate recommendations to the business that will help improve the customer experience, increase GBT adoption, and retain our clients
• Learn about online analytics and feedback data collected by our proprietary online booking tool team and use this data to generate insights leading to concrete recommendations to improve the online booking experience
• Support Customer Experience initiatives aiming at producing regular and ad-hoc insight reports. Master existing reporting methods, then improve their efficiency. Ensure reports are fit-for-purpose and challenge the status quo
• Partner with the CX Data & Operations team to produce a list of contacts to survey through GBT tri-annual relationship survey

What we are looking for:

• You are based in India and are willing to work Europe hours
• You speak English fluently
• You are data savvy: you have advanced knowledge of statistical analysis, Excel, Access, and Tableau (or PowerBI), as well as robust attention to detail/quality; experience in storytelling from data and/or predictive analytics models creation would be a plus
• You have some basic knowledge/understanding of UX
• You are a fast learner
• You are a go-getter who is energetic, curious, creative, and proactive
• You have strong communication and interpersonal skills
• You are a team player, but you are also able to work independently
• You are flexible and excel at managing your time - you can set priorities and work in a fast-paced, multi-project environment
• You are confident to push your own ideas and challenge current ways of working.

Job tags

Salary