Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!
Join our team! The Customer Experience (CX) team is seeking a talented CX Analyst specializing in reporting and analytics to drive our data-driven decision-making processes. The ideal candidate will have experience in creating and managing dashboards, deriving insights from data, and supporting the overall customer experience through robust analytics. This role will be responsible for integrating operational and financial data into our reporting landscape to provide comprehensive CX reporting and facilitate correlation analysis with key operational and financial metrics.
About the Role
In this opportunity as a Customer Experience Analyst, you will:
Develop, maintain, and optimize dashboards and reports to provide actionable insights into customer experience metrics.
Analyze survey data and other customer feedback to identify trends, patterns, and areas for improvement.
Collaborate with cross-functional teams to understand business needs and translate them into data-driven solutions.
Combine operational and financial data with customer experience metrics to create comprehensive reports and dashboards that provide a holistic view of performance.
Conduct correlation analysis to identify relationships between CX metrics and key operational and financial metrics, providing actionable insights to inform business decisions.
Conduct data cleansing, data mining, and data analysis to ensure the accuracy and integrity of customer data.
Partner with team members to improve operational processes, including data sampling, survey deployment, and response rate optimization.
Communicate findings, insights, and recommendations effectively to stakeholders and management.
Continuously evaluate and enhance reporting processes to drive improvements in our Voice of the Customer (VoC) programs.
Foster an environment of continuous learning, growth, and improvement within the team.
Adapt to changing business needs and take on new assignments as required.
About You
You're a fit for the role if your background includes
Bachelor's degree in a relevant field.
Experience in data analytics, data mining, and data cleansing activities.
Proficiency with data visualization tools such as Tableau and PowerBI.
Familiarity with VoC/CX platforms and reporting tools (e.g., Qualtrics, Medallia, InMoment, Stratifyd, Tableau, Forsta) preferred.
Strong analytical and problem-solving skills with the ability to investigate and resolve complex issues.
Excellent communication, business, and technical writing skills.
Ability to work well under pressure, manage multiple deadlines, and adapt to changing project scopes.
Self-starter with the capacity to learn quickly and work independently or as part of a global team.
Understanding of customer experience metrics such as response rate and bounce rate preferred.
Experience with database management systems (e.g., SQL, EDW, Snowflake, Data Lake) preferred.
Commitment to integrity, ethics, and respecting cultural differences.
Flexibility to adjust working hours to meet business needs.
Willingness and ability to adapt to the changing business environment, learn new skills, and take on new assignments as required.
Encourages diversity of thought and respects cultural differences.
To apply, please upload your updated resume in English.
Location: CDMX
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