Customer Experience Performance Analyst

Role Overview

The CX CoE Business Analyst supports the measurement, analysis, and improvement of customer experience performance across all accounting and back-office functions. This role translates customer insights, operational data, and process analytics into actionable recommendations that enhance service quality, efficiency, and stakeholder satisfaction. The analyst acts as the data-driven backbone of the CX CoE, ensuring all CX initiatives are supported by facts, KPIs, and measurable impact.

Key Responsibilities

• CX Performance Measurement & Analytics
• Voice of Customer / Employee / Process Analysis
• CX Process Mapping & Impact Assessment
• Reporting & Governance Support
• CX Technology & Tools Enablement
• Continuous Improvement & Benchmarking

Key Skills & Competencie...