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  • Posted: Jan 13, 2025
    Deadline: Not specified
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    We are a Total Real Estate Solutions Company with operations in more than 10 African Countries and certified to international standards (ISO 9001:2015) by UKAS.
    Read more about this company

     

    Customer Experience Analyst (Bonny Island)

    Role Summary

    We are currently looking to hire a highly analytical and customer-focused professional to join our team as a Customer Experience Analyst. S/he will be pivotal in analyzing customer data, feedback, and interactions to identify opportunities for improving the overall customer experience. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to collaborate cross-functionally to drive positive changes.

    Responsibilities

    Data Analysis

    • Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
    • Utilize data analytics tools to extract meaningful insights for set data

    Feedback Collection and Analysis

    • Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
    • Analyze feedback to understand customer sentiments, preferences, and pain points.

    Customer Journey Mapping

    • Create and maintain visual representations of the customer journey, including touchpoints and interactions.
    • Identify opportunities for improvement in the customer journey.

    Root Cause Analysis

    • Investigate and identify the root causes of customer issues or dissatisfaction.
    • Collaborate with relevant teams to address and resolve underlying problems.

    Performance Metrics

    • Establish and monitor key performance indicators (KPIs) related to customer experience.
    • Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.

    Cross-Functional Collaboration

    • Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
    • Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
    • Communicate customer insights and advocate for customer-centric practices.

    Qualifications

    • First degree in any discipline from a reputable institution
    • Minimum of 3 years of experience as a Customer Experience Analyst in a corporate environment
    • Experience working in oil and gas industry
    • Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
    • Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate 
    • Ideal candidate must possess an Analytical Mindset:
    • Knowledge of CRM tools is required
    • Candidates living in Bonny Island and its environs will be considered

    Method of Application

    Interested and qualified? Go to Alpha Mead Group on jobs.smartrecruiters.com to apply

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