Lead and contribute to the review, evolution, and comprehensive unification of the regional Experience Manual, ensuring alignment and implementability across diverse teams.
Drive the design and potential development of a new loyalty/subscription program for customers, covering discovery, definition, prototyping, and pilot phases.
Collaborate extensively with cross-functional teams, including Sales, Marketing, and Service, to gather insights, build consensus, and ensure successful implementation of CX initiatives.
Analyze customer data, surveys, and GEMBAs to identify key insights, opportunities, and pain points across the customer journey.
Apply strategic thinking to convert insights into actionable recommendations and contribute to the overall CX strategy.
Manage timelines, deliverables, and resources for CX-assigned projects, ensuring completion within defined scope and deadlines.
Develop and present clear, data-driven reports and recommendations to support decision-making and project progress.

Bachelor's degree in Business Administration, Marketing, Data Science, Economics, Engineering, Design Thinking, or a related field.
Advanced English (Required)
3 to 5+ years of experience in a strategic analyst role, project management, or customer experience.
Demonstrated ability to think strategically, linking initiatives to broader business objectives and customer experience goals.
Experience in customer journey mapping or developing customer experience standards is valued.
Proficiency with relevant tools (e.g., Power BI, project management platforms, CRM systems) is a plus.

CX Analyst

Key skills