Customer Excellence - VoC Analyst

We are looking for Customer Excellence –VoC analyst who is passionate about the Customers. Who closely has an eye on what customers need and experience throughout their journeys through the lens of several data sources with an analytical mindset. VoC Analyst is a business person who will contribute to a profound understanding of customer satisfaction and customer behaviours, driving us closer to achieving our NPS goals and surpassing Customer KPI targets. If you think you may take charge of the following responsibilities; Analyze and synthesize qualitative and quantitative data to generate strategic and tactical insights and actionable recommendations for improving customer experience in terms of products, channels and journeys Communicate Voice of customer findings and recommendations to diverse audiences using compelling storytelling and visualization techniques Governs the NPS platform, generates recommendations and action points based on derived insights Monitors CX metrics (CSAT, CES, journey-level metrics) and their impact on NPS, while generating new metrics to support proactive approach for improvements Collaborates closely with Data Analytics, Product, and Channel teams to identify data and analysis needs, uncover customer pain points, and support customer-centric decision making. Analyse customer data: proactively monitor and analyse customer feedback insights, customer and operational data and turning complex data into actionable strategies, and explaining their implications to the business Create comprehensive analyses, outputs and infographics with essential customer feedback KPIs ensuring their distribution across the organization Monitor CX Initiatives, monitoring and reporting on CX initiatives and projects, showcasing their impact on our customers' journeys. If you think you have most of the following qualifications; Bachelor or Master degrees Minimum 4 years of experience in customer experience analytics Good command in Office Programs as well as SAS, SQL knowledge Strong communication and organization skills Good command of written and spoken English If you want to do your thing and explore the life while working don’t miss this opportunity! Candidates are expected not to share any sensitive personal data.