Transcom

Transcom is looking for talented individuals like you to join our awesome team! Be the next Customer Experience Analyst  for our Transcom Pasig site.

Join our Transcom Family as a Customer Experience Analyst!

The Advisory Services team offer data and analysis driven advice based on a clear understanding of the end-to-end customer experience. We identify improvement opportunities and recommend solutions targeting pre-defined outcomes related to improving customer experience metrics (i.e., NPS, CSAT, FCR), cost savings, and enable our clients to drive business decisions in a structured manner. The CX Advisory function is built to ensure that we foster and promote our CX capabilities within the organisation, and to continuously deliver value-add services to our current and prospective clients.

As a CX Analyst, you will play a pivotal role in our organization's commitment to delivering exceptional customer experiences. Your responsibilities will include collecting and analyzing customer feedback, identifying areas for improvement, and developing actionable insights to enhance overall customer satisfaction. You will collaborate closely with cross-functional teams to implement customer-centric solutions and ensure that the voice of the customer is integrated into all aspects of our business strategy. By leveraging your analytical skills and passion for customer service, you will contribute directly to creating effortless and enjoyable experiences that foster loyalty and drive business success.

Functional responsibilities:

Interpret and Analyze Data: 

- Dive deep into customer data from various sources. This may include customer interactions, feedback surveys, transactional data, website analytics, social media engagement, and operational performance metrics. 

- Utilize your analytical skills to identify trends, patterns, and anomalies that reveal opportunities for improvement across the customer journey and actions that our internal Operations team can take to improve overall performance. 

- Develop a deep understanding of our customers' needs, behaviors, and preferences to uncover actionable insights.

Identify Opportunities: 

- Proactively analyze data to pinpoint specific areas where we can enhance customer satisfaction, increase loyalty, and drive advocacy. 

- Go beyond surface-level observations to identify the root causes of customer pain points and challenges. 

- Clearly articulate and frame opportunities in a compelling way that resonates with stakeholders across different departments.

Validate Insights: 

- Formulate hypotheses based on your initial findings and conduct rigorous analysis to validate or disprove them. 

- Employ statistical techniques and data modeling to ensure that your insights are robust and reliable.

- Collaborate with domain experts and business stakeholders to gain a comprehensive understanding of the context surrounding your findings.

Collaborate & Communicate: 

- Partner with cross-functional teams, such as operations and customer support, to share your data-driven insights and recommendations. 

- Effectively communicate your findings through compelling presentations, reports, and visualizations that cater to both technical and non-technical audiences. 

- Foster a data-driven culture by actively engaging with colleagues and promoting the use of data in decision-making processes.

Plan for Deployment:

- Contribute to the development of action plans and strategies based on the validated insights.

- Assist in prioritizing initiatives based on their potential impact and feasibility, considering factors such as resource allocation and business objectives.

- Define clear success metrics and key performance indicators (KPIs) to measure the effectiveness of implemented changes.

Track Impact:

- Continuously monitor and measure the impact of implemented changes on key customer experience metrics and business outcomes. 

- Analyze trends and patterns in KPIs to identify areas for further optimization and refinement. 

- Regularly report on progress, highlighting successes and areas where adjustments are needed to maximize impact.

What we are looking for:

To be successful in this role you must…

- Minimum studies: Bachelor's or Master's Degree or University Degree or equivalent.

- Proven experience (2+ years) in a data analysis role, preferably within a customer experience or marketing context.

- Proficiency in data visualization and analysis tools (e.g., Google Looker, Google Analytics, Tableau, SQL).

- Excellent communication and presentation skills, both written and verbal.

Specific Knowledge:

- CX expertise: Familiarity with CX methodologies, approach, tools, and trends.

- Experience with customer feedback platforms and survey analysis tools, such as Qualtrics or Medallia.

- Preferably with experience using Call Miner.

- Knowledge of statistical modeling and machine learning techniques.

- Familiarity with Agile methodologies and project management principles.

What's in it for YOU!