Deskripsi Pekerjaan
Are you a data-driven professional with a passion for enhancing user journeys? Celecti Pte. Ltd. is proud to represent an established Multinational Corporation (MNC) and global leader in medical technologies. We are currently seeking a detail-oriented Customer Experience Analyst for a 6-month contract opportunity.
In this role, you will play a pivotal part in analyzing customer touchpoints, interpreting feedback data, and providing actionable insights to optimize the overall service experience within the medical technology sector. If you thrive in a fast-paced environment and are committed to excellence, we want to hear from you.
This position is ideal for an analytical thinker who understands the intersection between customer satisfaction and operational efficiency. You will collaborate with cross-functional teams to ensure that our client's global standards for customer support and technology delivery are consistently met.
Tanggung Jawab
- Analyze customer feedback data from various channels to identify key trends, pain points, and areas for improvement.
- Develop and maintain comprehensive reports and dashboards to track Customer Experience (CX) KPIs and metrics.
- Conduct deep-dive root cause analysis on customer complaints and operational issues.
- Collaborate with cross-functional teams, including product, marketing, and support, to implement experience-enhancement initiatives.
- Monitor and evaluate the effectiveness of service improvements through post-implementation analysis.
- Present actionable insights and recommendations to senior stakeholders to drive data-informed decision-making.
- Assist in the mapping and optimization of customer journey touchpoints across digital and physical platforms.
Kualifikasi
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field.
- Minimum 2-3 years of experience in customer experience analysis, business analysis, or customer insights.
- Strong analytical skills with proficiency in data visualization tools (e.g., Tableau, Power BI, or Excel).
- Excellent communication and presentation skills, with the ability to translate complex data into clear business insights.
- Experience in the medical technology or healthcare industry is a distinct advantage.
- Strong problem-solving abilities and a proactive, customer-centric mindset.
- Ability to commit to a 6-month contract duration.