CX Analyst

Job title:

CX Analyst

Company

CreativeNiche

Job description

• Location: Calgary, Alberta
• Type: Permanent
• Job #17756

Position Overview:
We are seeking a highly collaborative and solutions-oriented CX Analyst for our enterprise client in the energy sector. This is a permanent, full-time position based in Calgary, working 3 days/week in office. In this role, you will be responsible for analyzing, measuring, and optimizing the omni-channel customer journey across our client’s digital, in-store, and service interactions. Your focus will be on identifying actionable insights that elevate their customers’ experience across all channels and touchpoints. Working closely with cross-functional teams, you will provide valuable recommendations to drive engagement, satisfaction, and loyalty.Key Responsibilities:

• Map and evaluate the end-to-end customer journey across all digital and offline channels.
• Identify critical touchpoints and pain points to improve the customer experience.
• Conduct journey analytics to understand behaviour patterns, friction points, and drop-offs.
• Gather, analyze, and interpret customer data from multiple sources, including customer feedback, analytics platforms (e.g., Google Analytics, Adobe Analytics), and CRM tools.
• Develop insights and key performance indicators (KPIs) to measure customer satisfaction, engagement, and loyalty across channels.
• Provide actionable recommendations to improve CX across digital, mobile, call centre, and in-person channels.
• Collaborate with Product, Marketing, and IT teams to ensure consistent messaging, functionality, and user experience across platforms.
• Build and maintain dashboards, visual reports, and presentations to share findings and progress with senior leadership and stakeholders.
• Track and report on the success of CX initiatives and their impact on customer metrics such as NPS, CSAT, and customer lifetime value.
• Collect and analyze VoC data from customer surveys, reviews, and other feedback channels to inform decision-making.
• Partner with the Customer Insights team to integrate qualitative feedback with quantitative data.
• Collaborate with UX, product development, and customer support teams to ensure all CX initiatives align with business goals and customer needs.
• Communicate insights and collaborate on CX improvements with relevant stakeholders.

Requirements:

• Education: Bachelor’s degree in Marketing, Business, Analytics, or related field; advanced degree preferred.
• Experience: 3-5+ years in a CX, data analysis, or related role, preferably in a large organization with a focus on omnichannel customer experiences.
• Technical Skills: Proficiency in data analysis tools (e.g., Excel, SQL), CX platforms like InMoment, and analytics software such as Google Analytics, Adobe Analytics, or Tableau.
• Analytical Mindset: Strong problem-solving and analytical skills, with an ability to transform data into actionable insights.
• Customer-Centric: In-depth understanding of CX principles and a passion for creating superior customer experiences.
• Communication: Excellent written and verbal communication skills, with the ability to present insights and recommendations to stakeholders at all levels.
• Project Management: Organized and capable of managing multiple projects simultaneously in a fast-paced environment.

We’re looking forward to hearing from you!

Expected salary

Location

Calgary, AB

Job date

Tue, 12 Nov 2024 23:35:55 GMT

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