Customer Experience Analyst (w/m/d)

As a Customer Experience Analyst (w/m/d) at our company, you will be responsible for devising and implementing projects that enhance the Customer Experience across the entire customer journey. This means you'll analyze various data sets to identify trends that help in improving customer satisfaction and working closely with internal stakeholders to promote a customer-focused culture.

To qualify for the Customer Experience Analyst (w/m/d) role, candidates should possess a degree with an analytical focus, such as statistics or business informatics. Familiarity with modern BI tools like Power BI or Qlik, along with SQL knowledge, is essential. Additionally, a strong aptitude for understanding complex data structures and effectively communicating insights is vital.

In the Customer Experience Analyst position, you'll utilize several tools, including SQL for data analysis, Power BI or Qlik for business intelligence, and Excel for data presentation. Familiarity with customer survey tools such as Qualtrics will also be beneficial for measuring customer satisfaction effectively.

At our company, we are committed to your growth and development as a Customer Experience Analyst (w/m/d). You'll have access to our in-house academy, which offers a continuously expanding training program tailored to enhance your skills and knowledge in customer experience management and data analysis.

We understand the importance of work-life balance and offer flexible working options as a Customer Experience Analyst (w/m/d). You'll enjoy 30 vacation days and additional off days on December 24th and 31st. We also provide an ergonomic home office setup to ensure your comfort while working remotely.

When answering this question, share a specific project related to customer experience. Highlight your analytical approach, the data sources you utilized, and how your findings led to changes that positively impacted customer satisfaction.

Discuss your familiarity with tools like SQL and Power BI, as well as your logical approach to breaking down complex data. Illustrate your problem-solving abilities by giving examples of how you’ve translated data analysis into actionable insights.

You should mention key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Explain how you would analyze these metrics to continually enhance the customer experience.

Speak about your collaborative skills and proactive communication. Mention how you would work cross-functionally with marketing, sales, and support teams to gather insights and implement improvements based on customer feedback.

Discuss your hands-on experience with tools like Qualtrics. Detail how you've designed surveys, analyzed feedback, and utilized the results to drive improvements in customer experience.

Share specific challenges you've encountered, such as dealing with incomplete data or interpreting conflicting information. Explain the strategies you employed to overcome these challenges and what you learned from the experience.

Talk about how you regularly read industry publications, attend workshops, or participate in webinars that focus on customer experience. Show your commitment to professional growth and staying informed about best practices.

Explain your methods for data validation and quality checks. Mention how you use various techniques to clean and ensure the accuracy of the data before analysis to guarantee insightful results.

Emphasize the importance of storytelling in making data relatable. Discuss how you use narratives backed by data to engage stakeholders effectively, allowing them to connect with insights on an emotional level.

Provide an example where your analysis significantly influenced a strategic decision within a team or the organization. Detail how you presented your findings and advocated for change based on data-driven insights.