Role Profile: Customer Experience Analyst

The Customer Experience Analyst is responsible for examining customer interactions and feedback to understand their satisfaction levels and identify areas for improvement in products or services. 

• Collect and analyse customer feedback through surveys, reviews, and direct interactions. 

• Monitor customer experience metrics and identify trends. 

• Collaborate with teams to develop strategies for enhancing customer satisfaction. 

• Prepare reports and presentations to communicate findings and recommendations.

• Strong analytical skills to interpret data and identify patterns. 

• Excellent communication skills for presenting findings clearly. 

• Proficiency in data analysis software and customer experience tools. 

• Attention to detail and ability to think critically.

• Bachelor’s degree in Business, Marketing, Psychology, or related field. 

• 1–3 years of experience in customer service, market research, or related roles.

Possibilities include advancing to roles such as Senior Customer Experience Analyst, Customer Experience Manager, or Head of Customer Insights.

• Customer Experience Professionals Association (CXPA). 

• Online courses in data analysis and customer experience strategies on platforms like Coursera or edX.

Working with a team to analyse customer feedback after a product launch to identify key improvements before the next iteration.