Customer Experience Analyst

Summary

Join Ten Group's world-class Customer Experience (CX) team as a CX Analyst. You will report to the Senior CX Team Manager and contribute to optimizing customer journeys through data-driven insights. Key responsibilities include analyzing customer journeys, enhancing member experiences, supporting CX strategy development, utilizing data-driven insights, championing customer-centricity, and measuring performance. The ideal candidate possesses strong analytical skills, a customer-first mindset, excellent communication, and problem-solving abilities. This role offers a competitive salary, hybrid or fully remote work options (depending on location), paid time off, paid sabbaticals, and other benefits.

Requirements

• Strong analytical skills with the ability to interpret data and provide actionable insights
• A customer-first mindset, driven by empathy and emotional intelligence
• Excellent communication skills to effectively convey insights and ideas to stakeholders
• Problem-solving capabilities to address customer challenges proactively
• Flexibility and adaptability to thrive in a fast-paced, dynamic environment
• Knowledge of loyalty and satisfaction metrics and an aptitude for technology and digital solutions
• Proficiency in business-level English, Portuguese & Spanish
• Experience in customer-focused roles or in customer experience analysis
• Familiarity with tools such as Microsoft Office, particularly Excel and PowerPoint

Responsibilities

• Analyze Customer Journeys: Evaluate every touchpoint to identify friction points, improving service quality and member satisfaction
• Enhance Member Lifetime Experiences: Contribute to initiatives focusing on onboarding, recovery, optimization, and advocacy to maximize member value
• Support CX Strategy Development: Collaborate with global peers and regional managers to gather insights and inform CX roadmaps
• Utilize Data-Driven Insights: Conduct research, mystery shopping, and competitive analysis to prioritize and recommend improvements
• Champion Customer-Centricity: Contribute to fostering a culture of customer obsession in your region
• Measure and Report Performance: Assist in tracking KPIs such as CSAT, NPS, CES, and CLV to monitor and improve the customer experience

Preferred Qualifications

Exposure to Lean Six Sigma practices for CX improvement

Benefits

• A competitive salary depending on experience
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office, then we are open to fully remote working options too
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Genuine career opportunities within a dynamic and international company