Customer Experience Analyst / Customer Experience Specialist / Customer Insights Analyst

Role Description This remote Customer Experience Analyst / Customer Experience Specialist / Customer Insights Analyst role focuses on understanding and improving the end-to-end customer journey. The individual in this role will collect and analyze customer feedback and behavior data from multiple channels to identify patterns, pain points, and opportunities. They will translate insights into clear recommendations, create reports and dashboards, and collaborate with cross-functional teams such as Customer Support, Product, Marketing, and Operations to implement improvements. Day-to-day tasks include designing and maintaining customer surveys, monitoring key customer experience metrics, supporting root-cause analysis of customer issues, and contributing to initiatives that enhance satisfaction, loyalty, and retention. The role also involves documenting processes, preparing presentations for stakeholders, and helping establish best practices for customer listening and continuous improvement.
Qualifications

• Ability to gather, analyze, and interpret customer data and feedback using basic analytics tools and methods.
• Strong skills in preparing clear reports, summaries, and presentations that communicate customer insights to diverse stakeholders.
• Experience working with customer-facing teams or customer support operations, with a focus on improving service quality and consistency.
• Strong written and verbal communication skills, with the ability to explain complex findings in a straightforward, actionable way.
• Comfort collaborating remotely, managing priorities independently, and working effectively across different time zones and teams.
• Attention to detail, critical thinking, and a structured approach to problem-solving and process improvement.
• Familiarity with customer experience or customer success concepts, and basic understanding of survey tools, CRM systems, or ticketing platforms.
• Bachelor's degree in Business, Marketing, Data Analytics, Communications, Psychology, or a related field, or equivalent practical experience.