Customer Experience Analyst

Company Description

WE are EW - founded just over 27 years ago, EW Group, also known as Eurowag, stands as one of the fastest-growing integrated mobility and payment solution companies in Europe. Our dedication revolves around devising solutions that streamline the operations of commercial mobility companies, striving to simplify their everyday challenges.

As part of the Eurowag Group, which comprises a dynamic portfolio of innovative companies, including Sygic, fireTMS, Inelo, WebEye, Princip, KomTeS, and CVS, we collectively play pivotal roles in creating sustainable financial and technological solutions. Each entity contributes to our vision of democratizing the on-road mobility industry, with a focus on positive impacts on our industry, society, and the environment.

At Eurowag Group, we are committed to creating a diverse and inclusive workplace. We encourage women, men, and individuals of all backgrounds to apply and join our team.

Job Description

• Feed close feedback loop management: Collect, transform, and analyze data from various sources and systems in order to deliver customer insights (customer pain points and revenue opportunities) to support business decisions in the close loop management process.
• In-depth CX analysis: analyze CX data (e.g. NPS, CSat, Claims) alongside internal data (e.g. customer segments, revenues, customer lifecycle, touchpoints experience, and product usage history) as well as external data (MR studies, reports etc.)
• Customer insights generation: Utilize customer care experience and IT skills (including handling Jira tickets), provide actionable insights based on knowledge of customer care processes.
• CX tools utilization: Assist CX team in communicating insights across the organization (prepare customer insights tailored to specific business owners and stakeholders).

Qualifications

• Data analysis proficiency: Skilled in data analysis, data mining techniques, ability to uncover underlying patterns and logic within datasets.
• Analyze customer and business data using SQL: Integration of data and insights extraction from various sources e.g. Qualtrics, CRM, Navision, SAP to identify opportunities.
• Good understanding of customer processes within B2B organization.
• Understanding of internal IT systems and data structures.
• Strong analytical capabilities and proficiency in using survey tools like Qualtrics.

Skills:

• Proficient in data analysis and interpretation to identify business opportunities and support business decision-making.
• English and Czech business proficiency
• Communication and collaboration skills, capable of working effectively with cross-functional teams.
• “Can do” attitude, focus on achieving goals
• Organizational skills with a strong attention to detail.

Additional Information

WHY JOIN US?

At Eurowag Group, we value our employees' well-being and professional growth.

EW is diverse, disruptive, and still evolving; we choose newcomers by skill and whether they can be honest colleagues through shared values. What's more, you will have an opportunity to influence the direction of our company through your ideas.

WE TAKE GOOD CARE OF PEOPLE, AND OUR BENEFITS ARE PERFECT PROOF OF THAT:

• Work-Life Balance
  • Hybrid model - regular home office after onboarding process (6 months)
  • 3 health days per year
  • 1 extra day off (Founder's Day)
• Benefits Package
  • Choose your benefits from our flexible benefits scheme, including options like meal voucher cards, pension contributions, and more, up to 1000 EUR
• Rewards and Development
  • Referral Rewards through our 'Go Far' scheme
  • Access to Coursera.org with over 5,000 courses for skill development
  • A bonus scheme based on your performance
• Supportive Environment
  • A company phone and laptop 
  • Paid leave for volunteering towards a good cause or charity of your choice
  • Access to products our customers love
  • Free, anonymous psychological counseling with experts for mental health support
• Community and Well-Being:
  • Philanthropy project 
  • Informal gatherings and team events outside office hours
• Diversity and Inclusion