Customer Experience Analyst

Summary

Join Kaizen Gaming, a leading GameTech company, as a Customer Experience Analyst based in Ecuador. In this role, you will analyze customer data, identify trends, and collaborate with teams to improve customer journeys and satisfaction. You will conduct customer research, track industry changes, analyze feedback, and report on customer voice. You will also serve as a project officer, evaluate the impact of implemented changes, investigate customer issues, and collaborate with other teams to resolve pain points. This position requires a Bachelor's degree in a related field, prior experience in customer experience roles, proficiency in English, and excellent communication skills. Apply today and help shape the future of customer interactions at Kaizen Gaming.

Requirements

• Bachelor’s Degree in Business, Marketing or related field
• Previous experience in Customer Experience, User Experience, or Design Experience roles
• Proficiency in English (mandatory)
• Excellent communication and presentation skills
• Basic knowledge of data analysis

Responsibilities

• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.)
• Track external and internal events and industry changes that may affect customer satisfaction and proactively assess potential impacts
• Actively engage with customers and analyze customer feedback to create reports related to customer voice
• Serve as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction
• Evaluate the success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES)
• Investigate issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders
• Collaborate with other divisions / teams to resolve customer pain points in an efficient way
• Proactively identify improvement areas to enhance customer experience and operational efficiency
• Detect pain points in current internal processes, products and tools and initiate solutions and process refinements