WHAT DOES A CUSTOMER EXPERIENCE ANALYST DO?
Published: September 10, 2024 - The Customer Experience Analyst analyzes issues, determines impacted parties, and proposes solutions with close oversight. Documents and develops testable use cases, and collaborates on testing with stakeholders. Maintains strong relationships, works with UX designers and analysts, and co-creates customer experiences, ensuring actionable insights from data analysis drive improvements.
A Review of Professional Skills and Functions for Customer Experience Analyst
1. eCommerce Customer Experience Analyst Duties
- Customer Satisfaction Assistance: Assist in resolving day-to-day customer satisfaction cases with the external vendor managed customer service team.
- Escalation Management: Manage and resolve escalated situations quickly.
- Satisfaction Reporting: Report on weekly/monthly customer satisfaction feedback trends.
- Feedback Analysis: Analyse customer satisfaction feedback to identify and prioritize customer pain points and develop plans to address root cause issues.
- Data-Informed Decision Support: Support decision making through informed conclusions based on data analysis.
- CX Improvement Implementation: Work with extended and vendor teams to implement short, medium, and long-term customer experience improvements.
- Process Review Contribution: Contribute to continuous process review and improvement to ensure continued efficiencies.
- Operational Efficiency Assistance: Assist in driving operational efficiency with improved processes for the business.
2. Customer Experience Analyst Details
- Customer Assurance Delivery: Deliver Customer Assurance requests to defined standards.
- Fulfillment Execution: Execute all aspects of fulfillment for a Technology Customer Assurance request, including searching the knowledge base, collecting information from partners within Technology, Data & Analytics, and compiling a response to the request.
- Knowledge Management: Populate the internal knowledge management tool with product and enterprise-level information to defined standards, by partnering with subject matter experts.
- Content Update: Identify incomplete or outdated content and work with subject matter experts to update the Knowledge Base.
- Proactive Query Management: Proactively address potential queries based on trends and common themes observed in assigned requests.
- Efficiency Optimization: Identify opportunities to increase the efficiency of the Customer Assurance procedures with the purpose of improving turnaround time while keeping quality standards high.
- Collaboration: Collaborate with domain experts, peers and partners, and business or technology leaders across the business enterprise.
- Senior Director Support: Deliver additional activities as defined by the Senior Director of Customer Assurance.
- Data Quality Assurance: Ensure data quality of KPIs and core data sources.
- Data Integrity Monitoring: Monitor the integrity of the data.
- Forecasting Evolution: Evolve customer service scheduling forecasting process and reporting, understanding key drivers and variances, and update
3. Customer Experience Report Analyst Responsibilities
- Requirements Translation: Elicit and translate requirements into specifications for BI solutions and analysis.
- Technical Collaboration: Collaborate with technical teams to prioritize requirements and evaluate and implement solutions.
- BI Development: Design, develop, and maintain high quality and timely reports, visualizations, dashboards, and self-service reporting capabilities using Power BI based on stakeholder requirements.
- Data Querying: Create and execute queries to discover new ways of looking at the data.
- Best Practices Research: Research and implement best practices in information visualization.
- Issue Resolution Leadership: Take the lead in resolving production issues, identify root cause and fixes.
- Technical Documentation: Produce data flow diagrams, process models, and other technical documentation to streamline report development.
- Process Improvement Analysis: Analyze information, reports, and procedures and recommend solutions for improvement, undertake regular reviews to ensure report accuracy and run time efficiencies.
- Metrics Development: Identify and develop key metrics that represent business performance.
- Predictive Analysis: Undertake causal and predictive analysis.
4. Customer Experience Analyst Accountabilities
- Stakeholder Engagement: Work with all stakeholders (agents, policyholders, associates) to define and document business issues and user pain points.
- Problem Analysis and Recommendations: Analyze the issues identified, determine impacted parties, and make recommendations on possible solution alternatives with close supervision.
- Documentation Skills: Document proposed changes with appropriate tools.
- Use Case Development: Develop use cases to be utilized as a basis for test plans to verify changes under close supervision.
- Testing Participation: Participate in the testing of changes with other analysts and stakeholders.
- Relationship Management: Establish and maintain positive relationships with stakeholders across the organization to analyze and solve problems, focusing on the customer experience as the central driver.
- Technical Translation: Work with UX designers, analysts, and programmers on translating business requirements into technical solutions.
- Experience Design: Co-create new experiences with customers.
- Project Review: Review project status with the product owner and other stakeholders.
- Data Analysis: Collect quantitative and qualitative data from various sources to validate hypotheses or learn about knowledge gaps.
- Insight Presentation: Present value-adding insights and prepare actionable recommendations to act upon data coming from Zendesk, support platforms, and other sources including customer feedback surveys.
5. Customer Experience Analyst Functions
- Document Customization: Support the Customer Experience department in the creation, customization, and organization of customer-facing documents and presentations used to onboard customers.
- Best Practices Identification: Collaborate with key individuals within Customer Experience to identify best practices to incorporate into customer-facing documents.
- Customer Implementation Planning: Support the planning and management of multiple enterprise customer implementations concurrently.
- Project Management: Support project management of customer implementations by managing customer timelines and deliverables, alongside acting as an Axonify SME and trusted partner to the team.
- Axonify Implementation Advising: Advise customers on the Axonify implementation process.
- CX Operations Support: Provide Customer Experience operations support by creating and maintaining analytics, ensuring processes are up to date, and ensuring key players are included in decision making.
- Internal Project Management: Provide internal project management to support the team and overall business goals.
- Data Analysis and Reporting: Provide accurate and insightful analysis and reporting, presenting data in a clear format for presentations and regular KPI reviews.
- Relationship Building: Build and maintain internal relationships across various teams from product, marketing, and commercial.
- Proactivity Improvement: Identify areas internally and externally where can be proactive rather than reactive.
- KPI Identification: Work with the customer experience team to identify the most relevant KPIs that can drive actionable insights (input vs output KPIs) throughout the customer journey.