We are looking for an enthusiastic and dedicated data analyst in the customer experience team. You will be tracking all points of customer engagement, measuring the level of customer satisfaction, analyzing customer feedback, identifying ways to improve, and interpreting the results. As a CX data Analyst not only you will analyze large data sets, but also you are requested to discover the root cause for problems and design long-term solutions. This role is highly impactful while you are engaged even in product designs and process optimizations to enhance our customer experiences by addressing customer queries. You will dive down into the business details, in close collaboration with the other team members and functions. You will work closely with the marketing, product, and support team, helping enhance different functions' performance in the best way. As a CX data analyst, you will be reporting directly to Customer Experience manager.
Main Responsibilities:
Extract, audit, and cleanse data required for decision-making or creating models.
Tracking customer experiences across all channels, devices, and touchpoints.
Run exploratory data analysis with statistical methodology and create data models.
Generate business insights and provide practical recommendations.
Monitor customer insights and needs and map them with domestic data.
Create and maintain comprehensive project documentation based on findings to present to stakeholders
Define project scope, and work breakdown, prepare timelines, and manage to deliver within the deadline.
Identifying customer needs and providing solutions proactively to maintain positive experiences.
Evaluate program methodology and key data to ensure that data on the releases are accurate and the angle of the release is correct
Ensure that all projects are delivered on time, within scope, and within budget
Collaborating with Marketing, as well as the production, Operation, and Support teams to improve customer experience and brand position.
Requirements
Excellent knowledge of data generation and analysis tools especially SQL and Excel.
Strong analytical and problem-solving skills.
Strong business sense
Passionate about creating solutions
Minimum 2 years of data analyzing and related experience
Ability to work independently
Excellent written and verbal communication skills
Proven ability to solve problems creatively
Excellent client-facing and internal communication skills
Solid organizational skills including attention to detail and multitasking skills
Familiarity or Fluency in Stata /R/ Python is a plus.
معرفی شرکت
تپسی یه کسب و کار آنلاینه در زمینه حمل و نقل، با 20 میلیون کاربر در بیش از 28 شهر ایران، که بیش از 1000 نفر رو در سراسر ایران گرد هم آورده، و هر روز داره بزرگتر میشه و رشد میکنه.
ما تیمی هستیم که معتقدیم میتونیم کشورمون، اقتصادمون، و حتی جامعهمون رو به سوی بهتر شدن تغییر بدیم. تیمی که تاثیر مثبت بر زندگی دیگران رو، منبع انرژی کار چالشبرانگیز روزمرهی خودش میدونه و به دنبال فرصتهایی برای تغییره. تپسی جای رشد و یادگیریه، و پیشرفت در اون هرگز متوقف نمیشه. اینجا همونجاییه که ازخودت سبقت میگیری!