Customer Experience Analyst/CX Analyst

• CX Analyst/Customer Experience Analyst
• Salary depending on experience ranges from £48,500 - £56,500 per annum
• Fluent Korean speaker is essential for this role
• Permanent role with fantastic benefits including bonus up to 21.5%
• Hybrid role working 3 days a week in Staines, 2 days remotely

Working for a global technology company based in Staines we are looking for an experience Customer Experience/CX Analyst to join their Service & Automation Team. It is essential you speak fluent Korean.

The Customer Experience/CX Analyst is responsible for analysing market trends and customer issues to develop software verification strategies. This role involves Real Time monitoring of market changes and user feedback to optimize quality improvement activities and testing processes, ultimately enhancing customer satisfaction.

The main tasks you are expected to perform include, but are not limited to:

1. Market and Customer Issue Analysis

Analyze market trends, competitor activities, user reviews and feedback.

Identify key issues and potential risks, prioritizing them effectively.

1. Software Verification Strategy Development

Design software verification plans and scenarios based on analyzed market data.

Develop testing strategies to ensure effective quality management.

1. Customer Experience (CX) Improvement

Identify product and service issues from the user perspective.

Propose quality improvement ideas using user experience data.

1. Process and Tool Management

Utilize and optimize use of market analysis tools.

Continuously improve verification processes and standardize quality management practices.

1. Collaboration and Communication

Collaborate with QA and CS teams in Korea and Europe to resolve customer issues quickly.

Report key findings and quality improvement directions to management and stakeholders.

Essential skills are:

• Proven experience in customer experience analysis and data-driven decision-making.
• Strong understanding of software development life cycle (SDLC)
• Proficiency in data analysis tools (eg Sprinklr - Power BI).
• Fluent speaking Korean. This position requires communicating with colleagues based in South Korea.
• Excellent problem-solving skills, logical thinking, and communication abilities.

Desirable skills include:

• Experience in customer feedback management systems or VOC (Voice of Customer) analysis.
• Hands-on experience with analysis tools and frameworks.