Cx Analyst

Job Requirements

**CX desing**:

- analyze and take ownership of customer feedback
- Analyze customer satisfaction (NPS), customer voice -feedback, customer persona, empathy maps, customer effort, KPI’s, competitors, employee experience and other insights and analytics
- Build a positive experience and improve results
- Perform Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success
- Manage and create projects initiatives:

- Perform Team Management Activities: Participate in the sourcing, attracting, selection, onboarding, and managing of interns
- update and follow-up our CX roadmap
- Escalate opportunities for quick wins when a new pattern of issues emerges.
- Customer journey mapping
- Design experiences following the voice of customer to ensure meeting their needs
- Work side-by-side with IT and service providers to ensure we move forward with our strategic roadmap goals; as well with UX and graphic designers.
- Review business and IT solution proposals, define requirements and make recommendations as needed
- Support business teams in the definition of processes, rules, and policies according to business objectives and best-in-class practices. Collaborate to developing our CX program in the region

**Graphic and UX design**:

- Support designing communication assets (mostly digital
- Support creating platform prototypes
- Support in presentations design

Work Experience

Experience
State the extent of experience required to perform this role effectively. Include the size and scope of the experience (E.g. size of the organization, number in the team, people management responsibilities etc.). Do not state experience in terms of number of years, as this can potentially be age discriminatory.
- Strong analytical skills
- Creativity, proactivity, and have a bias for action
- Excellent written and oral communication skills
- Have a learning mindset with interest in new marketing and technology trends
- Have a customer-first mindset with a positive attitude
- Attention to detail and self-development skills
- Experience on Customer communication journey mapping
- Knowledge of basic/intermediate graphic design is preferred
- Knowledge of marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for details, and common sense
- Ability to inspire others to action and to influence without authority
- Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
- Ability to function in a fluid environment, with fast change, and fast prototyping and design
- A degree in Marketing, Engineering, Organizational Development, Psychology, Customer Experience,
- ability to work with cross-functional teams and identify ways to drive and improve the business
- Strong communication skills; must be fluent in English & Spanish (spoken and written)
- Service Attitude
- Out of the box thinker who is intellectually curious, a team player, a person with a lot of drive, with a strong work ethic and motivated to work on a great challenge
- Prior experience as project manager or successful leader of large initiatives is a plus
- Self-starter, autonomous with team spirit, tenacity.