Responsibilities:

• Data Analysis: Collect, analyze, and interpret customer data from various sources to identify trends, patterns, and insights that can inform customer experience initiatives.
• Performance Metrics: Define, track, and report on KPIs related to customer experience.
• Monitor and Optimize Processes: Generate data-driven recommendations and action plans to enhance customer experience, including process improvements, product enhancements, and communications strategies.
• Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.
• Cross-functional Collaboration: Collaborate with cross-functional teams to implement customer experience improvements and ensure alignment with business goals.
• Perform other tasks as assigned by direct management.

Requirements:

• Bachelor's degree in Business, Finance, Marketing, Mathematics, or a related field.
• Proven experience in data analysis and interpretation, with a strong proficiency in data analytics tools and techniques.
• Solid understanding of customer experience principles and methodologies.
• Proven experience in participating in or leading digital transformation projects.
• Proficiency in customer feedback management platforms and CRM software.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strategic thinking and long-term planning capabilities.
• Proactive, creative, and adaptable to change.
• High sense of responsibility and commitment to the role.
• Proficiency in English.