Customer Experience Analyst II

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Job Details
Job Summary:
The Customer Experience (CX) Analyst II is responsible for analyzing customer interactions, feedback, and data to provide insights that enhance the overall customer experience. This role involves working cross-functionally with teams to identify pain points, develop strategies to improve customer satisfaction, and help the organization deliver exceptional service. The CX Analyst leverages data-driven insights to ensure customer needs are met while driving loyalty and retention.
Key Responsibilities:
Data Analysis & Reporting:

• Collect, analyze, and interpret customer data from various sources such as surveys, feedback forms, CRM systems, and call centers.
• Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer experience.
• Identify trends, patterns, and areas for improvement based on data insights.

Customer Insights:

• Conduct root cause analysis to understand customer pain points and areas of dissatisfaction.
• Partner with stakeholders to prioritize and address issues affecting the customer journey.
• Present actionable insights and recommendations to leadership to improve customer satisfaction.

Survey Management:

• Design and manage customer surveys (e.g., Net Promoter Score, CSAT, CES) to gather feedback.
• Analyze survey results to measure customer satisfaction and identify improvement opportunities.

Customer Journey Mapping:

• Map and analyze the end-to-end customer journey to identify gaps, inefficiencies, and opportunities for improvement.
• Collaborate with teams to streamline processes and enhance touchpoints across the customer lifecycle.

Collaboration & Communication:

• Work closely with product, marketing, sales, and customer support teams to align initiatives with customer needs and expectations.
• Act as a customer advocate within the organization, ensuring customer-focused decision-making.

Continuous Improvement:

• Monitor industry trends and best practices in customer experience to recommend innovative strategies.
• Support the development and implementation of new processes, tools, and technologies to enhance the customer experience.

Work Experience:

• 5-8 years in customer experience, data analysis, or similar roles
• Knowledge of CX tools like Medallia, Qualtrics, InMoment, Verint, Forsta, SurveyMonkey
• Experience in market research, voice of customer, or data analysis (preferred)
• Good communication skills to work with global teams
• Strong analytical and problem-solving abilities
• Proficient in Excel, Tableau, or Power BI
• Clear communication and presentation of insights
• Ability to handle multiple projects and meet deadlines in a fast-paced setting

Skills & Knowledge
Tools Knowledge:

• Critical Thinking
• Detail Oriented
• Impact and Influencing
• Interpersonal Communication
• Multitasking
• Problem Solving
• Time Management
• Application Design and Management
• Business Process Modelling
• Cloud Infrastructure Management
• Database Management
• Technical Documentation
• Network Architecture and Management
• Scalable Technologies & Architecture
• Software Development Life Cycle (SDLC)
• Systems Integration
• Business Process Management (BPM) Systems like Metastorm
• Enterprise Resource Planning (ERP) Systems like Sage, ASW, SAP
• Java Frameworks like JDBC, Spring, ORM Solutions, JPA, JEE, JMS, Gradle, Object Oriented Design
• Microsoft Office Suite
• Relational Database Management System (RDBMS) Software
• Operating Systems & Servers like Windows, Linux, Citrix, IBM, Oracle, SQL

What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned