Customer Experience Analyst
Ten Lifestyle Group
Job highlights
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. Ten Group offers a competitive salary, hybrid/remote work options, paid time off, paid sabbaticals, and various other rewards and 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
- 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 donβt 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 clientsβ members would!
- Genuine career opportunities within a dynamic and international company
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