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Customer Experience Analyst

Customer Experience Analyst

GetronicsBudapest, Hungary
19 napja
Munkaköri leírás

Role Purpose :

As a Global Customer Experience & Data Analytics Analyst, you will play a crucial role in analysing and interpreting customer and business data to enhance overall customer experience and operational efficiency. This role requires strong analytical skills, attention to detail, and the ability to effectively communicate insights to internal teams and external clients. You will be responsible for gathering, processing, and analysing customer and business data, developing reports, and supporting decision-making through actionable insights. Additionally, you will collaborate closely with cross-functional teams, including product development, marketing, and IT, to ensure continuous improvement in customer satisfaction and business performance.

What to expect :

Data Analysis & Insight Generation :

  • Collect and analyse customer and business data from multiple sources, including surveys, feedback forms, CRM systems, and transactional databases.
  • Interpret data to identify trends, patterns, and areas for improvement in the customer experience journey.
  • Apply statistical techniques and predictive modelling to forecast customer trends and anticipate future needs.
  • Use exploratory analysis to detect patterns, correlations, and anomalies in data.

Data Management & Engineering :

  • Analyse existing data structures to understand their architecture and relationship to business processes.
  • Design and develop processes for data collection, extraction, cleansing, transformation, and integration to ensure high data quality and eliminate inconsistencies.
  • Develop efficient data schemas to facilitate analysis and integration with other sources.

    • Reporting & Visualisation :

  • Prepare comprehensive reports and dashboards to communicate key findings and recommendations to stakeholders.
  • Develop dynamic reports and dashboards to facilitate the interpretation of information and support data-driven decision-making.
  • Present findings in a clear and concise manner, highlighting actionable insights that drive strategic initiatives.

    • Cross-functional Collaboration :

  • Collaborate with product development, marketing, IT, and customer support teams to implement initiatives that improve customer experience and business operations.
  • Act as a subject matter expert on customer data and insights, providing guidance to various teams.
  • Work closely with project managers to ensure proper progress and alignment with business needs.

    • Application & Process Optimisation :

  • Understand customer requirements and translate them into functional specifications for technical teams.
  • Coordinate and communicate with development teams to ensure technical solutions align with business needs.

    • Continuous Improvement & Quality Tools :

  • Monitor key performance indicators (KPIs) related to customer experience and satisfaction.
  • Identify opportunities for process optimisation and efficiency gains to enhance overall customer productivity and business performance.
  • Utilise quality tools such as Six Sigma, Lean methodologies, and root cause analysis to drive continuous improvement.

    • What we expect from you :

  • Bachelor’s degree in Business Administration, Data Science, Information Systems, Marketing, Statistics, or a related field.
  • Proven experience in data analysis, customer experience, or business intelligence roles.
  • Strong analytical skills with the ability to interpret complex data and generate actionable insights.
  • Experience with customer experience management platforms, data analytics tools, and business intelligence software is a plus.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Strong communication skills, with the ability to convey complex information in a clear and concise manner.
  • Familiarity with data engineering processes and statistical analysis techniques.
  • Experience in quality management tools and methodologies is an advantage.

    • The benefits of this role in addition to salary :

  • SZÉP Card Benefit : net HUF 29,000 / month
  • Union Private Health Insurance
  • Fitness pass : 8 free sessions per month in the Life 1 and Gilda Max gyms
  • Free online training programmes on Linkedin Learning, Udemy and NorthStar
  • Flexible hybrid working / remote work is possible.
  • Multicultural environment with 25+ Nationalities
  • Our Employee Assistance Program can provide professional help with your mental and physical health, finances, and legal issues.
  • TTDP (Technical talent development program)

    • What to do next :

    By submitting your application and filling out the link below, you consent to us storing and processing your personal data for future communication regarding this opportunity. You may be contacted later if your application is shortlisted. Your data will be handled in accordance with our privacy policy.

    About Getronics :

    Getronics is a global ICT integrator with a long history that extends over 135 years. With about 4,000 colleagues across Europe, Asia Pacific, and Latin America, Getronics’ vision is to reimagine the digital future, one customer at a time.

    We do this by leveraging an integrated and secure-by-design portfolio around Digital Workplace, Business Applications, Smart Spaces, Multi-Cloud, Field & Onsite Support, Service Desk, Network Infrastructure, and Security & Compliance to serve our more than 1,400 customers in both public and private sector.

    Getronics is the founder and leading member of the Global Workspace Alliance. This unique model provides customers with consistent IT services across 185 countries, with one single point of contact, contract, and billing entity yet maintaining the local touch with flexibility and cultural fit of a local partner.

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