To analyse the whole customer’s journey including the pre-purchase, in-purchase, and the post-purchase journey and correlate these data with input KPIs and the customer behavior to ensure a world-class customer experience is establishing and raising any founded gaps. Need to communicate with stakeholders to understand the trend and predict the future one.
Analysing reports and other function data and proposing and initiating projects based on them and defining the related KPIs
Constant monitoring of impact points on the business side
A self-starter who truly enjoys working in a fast-paced, innovative environment and is good at working with data while meeting critical deadlines.
Excellent communication and presentation skills with teams and stakeholders in a collaborative, cross-functional environment
Advanced skills in using the analysis tools and be able to work with multiple data sources, utilizing data visualization software (Power BI Desktop or any other visualization tools) to draw business-relevant conclusions and critical insight
Very strong numerical and analytical skills – translate commercial initiatives into quantifiable measurable performance. Familiar with statistical analysis techniques and data mining algorithms
Proactive approach in recognizing customer experience gaps and efficient communication to increase a sense of urgency among stakeholders.
QUALIFICATIONS, EXPERIENCE & SKILLS
Minimum academic and professional qualifications: Bachelor’s degree or Master’s degree in the areas of: Management, Finance/Economic, Marketing, Computer science, etc.
Full understanding of CX KPIs
2+ years of relevant work experience
CX or marketing experience is plus
Skills in project management are plus