Customer Experience Analyst

Summary

Join Ten Group as a Customer Experience (CX) Analyst and contribute to a world-class global CX team. You will report to the Senior CX Team Manager, optimizing customer journeys through data-driven insights and collaboration with regional teams. 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, problem-solving abilities, and flexibility. Ten Group offers a competitive salary, hybrid or fully remote work options, paid time off, paid sabbaticals, and various other rewards and benefits.

Requirements

• Possess strong analytical skills with the ability to interpret data and provide actionable insights
• Demonstrate a customer-first mindset, driven by empathy and emotional intelligence
• Exhibit excellent communication skills to effectively convey insights and ideas to stakeholders
• Possess problem-solving capabilities to address customer challenges proactively
• Show flexibility and adaptability to thrive in a fast-paced, dynamic environment
• Demonstrate knowledge of loyalty and satisfaction metrics and an aptitude for technology and digital solutions
• Achieve proficiency in business-level English
• Have experience in customer-focused roles or in customer experience analysis
• Show 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

Have 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