We are seeking a motivated and detail-oriented individual to join our team as an Executive, specialize in Customer Feedback/ Experience Data Analyst. You will play a critical role in extracting insights from customer feedback data to drive strategic decision-making and improve customer satisfaction. You will be responsible for collecting, analyzing, and interpreting feedback data from various sources to provide actionable recommendations to enhance products, services, and customer experiences.
This position offers an exciting opportunity to contribute significantly to customer satisfaction and business success through data-driven insights while gaining valuable experience in data analysis and service transformation. If you are passionate about enhancing customer experiences and driving business results, we encourage you to apply for this role.
Responsibilities: Gather customer feedback data from diverse sources such as surveys, social media, customer support tickets, and online reviewsClean, organize, and pre-process raw data to ensure accuracy and consistency for analysis.Utilize statistical methods, data visualization techniques, and analytical tools to analyse customer feedback data and identify patterns, trends, and insights.Segment customers based on their feedback attributes and behaviours to understand different customer segments' preferences and needs.Perform sentiment analysis to gauge the overall sentiment of customers and identify areas of improvement or satisfaction.Conduct root cause analysis to uncover the underlying reasons behind customer feedback, including identifying product issues, service gaps, or process inefficiencies.Monitor key performance indicators (KPIs) related to customer feedback metrics and track performance over time.Work with the Manager to create dashboards, reports, and presentations to communicate findings and insights to stakeholders, including bi-monthly management meetings. Provide actionable recommendations based on data insights to improve products, services, and customer experiences.Collaborate cross-functionally with teams such as product management, marketing, customer support, and sales to implement feedback-driven initiatives and improvements. Requirements: Bachelor's degree in a relevant field such as Statistics, Mathematics, Computer Science, Economics, or a related field. Proven experience in data analysis, preferably in a customer feedback or customer experience role.Fluency in Power BI and Excel.Strong analytical skills with the ability to interpret complex data sets and extract actionable insights.Excellent communication and presentation skills with the ability to translate technical findings into non-technical language for stakeholders.Detail-oriented with a strong commitment to data accuracy and quality.Ability to work independently and collaboratively in a fast-paced environment.Knowledge of customer experience methodologies, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), is a plus.Able to interact and work with people at all levels.Able to based in Wisma MahSing, Jalan Sungai Besi, KL.