Customer Experience & Operations Analyst

The Customer Experience & Operations Analyst is responsible for analyzing customer experience and operational performance data to support improvements in service delivery, efficiency, and customer satisfaction across Business Barbados. The role works with a high degree of independence in day-to-day activities and partners closely with cross-functional teams to identify issues, recommend improvements, and support the implementation of data-driven solutions that enhance both customer experience and operational effectiveness.

Dotted Line: Business Performance Senior Analyst

Key Responsibilities

1. Data Collection and Analysis

• Analyze customer experience and operational data to identify trends, gaps, and improvement opportunities.
• Monitor service delivery metrics such as turnaround times, SLAs, resolution rates, and customer satisfaction scores.
• Collect and analyze customer feedback from surveys, service channels, and system data.
• Conduct root cause analysis to understand drivers of customer and operational issues.

2. Reporting & Dashboards

• Develop and maintain dashboards and reports, tracking CX and operational performance indicators.
• Prepare regular and ad-hoc reports on customer satisfaction, engagement and other relevant KPIs for management to support decision-making.
• Clearly communicate findings and develop recommendations to stakeholders in a clear and actionable manner.

3. Customer Journey and Process Analysis

• Map customer journeys and internal service processes to identify inefficiencies, delays, and pain points.
• Conduct root cause analysis to pinpoint specific issues affecting the customer experience.
• Support service improvement initiatives by providing data, insights, and analysis.
• Recommend and implement strategies to enhance the customer journey.

4. Operational Performance Support

• Track operational performance against established service standards and targets.
• Support workload, capacity, and demand analysis as required.
• Identify opportunities to improve efficiency, consistency, and service quality.
• Assist with monitoring the impact of operational and CX improvement initiatives.

5. Collaboration and Implementation

• Supporting overall business performance reporting.
• Work closely with cross-functional teams to support improvement initiatives and ad-hoc analytical requests.
• Provide analytical support to improve products, processes, systems, and service delivery models.
• Support the implementation of customer experience and operational projects and measure their effectiveness.

6. Continuous Improvement

• Stay updated on industry trends, best practices, and emerging technologies in customer experience management.
• Identify opportunities for innovation and continuous improvement engagement, customer experience strategies.
• Regularly review and refine customer experience metrics and methodologies.

7. Other Duties

• Perform any other job-related duties as assigned.

Key Skills and Competencies

• Analytical Skills: Ability to analyze large datasets, identify trends, and draw meaningful conclusions.
• Data Visualization: Proficiency in using related tools, including but not limited to, Power BI and Tableau, to create dashboards and visual reports.
• Process Improvement: Ability to identify inefficiencies and recommend practical improvements.
• Communication: Excellent verbal and written communication skills to present data insights to non-technical stakeholders.
• Problem-Solving: Strong problem-solving skills to identify root causes of issues and recommend effective solutions.
• Customer-Centric Mindset: A deep understanding of the customer journey and a commitment to improving customer experience.
• Technical Proficiency: Knowledge of statistical analysis tools and software (e.g., SQL, Excel, R, Python).

Qualifications

• Bachelor's degree in Business, Marketing, Data Science, Statistics, or a related field.
• Proven background in customer experience analysis, operational analysis, or a similar role.
• Proficiency in data analysis and visualization tools.
• Strong understanding of customer experience metrics and methodologies.
• Familiarity with customer experience management software.
• Knowledge of customer journey mapping and user experience design principles.
• Certification in data analysis or customer experience management.

Working Conditions

• This position operates primarily in an office environment, with occasional travel for client meetings or presentations.
• Flexibility in working hours may be required to accommodate client needs or deadlines.
• Professional demeanour and adherence to confidentiality standards are essential.