Senior Customer Experience

hace 1 semana

Madrid, España OGC Global A tiempo completo

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We work with some of the world’s largest organizations across various industries, including Healthcare, Financial Services, Specialty Retail, and Telecommunications, helping them gain a deep understanding of their customers, develop actionable insights, and improve business processes.

We are looking for a **Senior** **Customer Experience (CX) Analyst** to join our team and support one of our key clients. In this role, you will contribute to the rollout and optimization of CX programs by delivering meaningful insights and analysis that help drive customer satisfaction and business performance.

This is a great opportunity for a motivated self-starter to join a high-impact team that informs strategic decision-making. You’ll gain hands-on experience in CX methodologies, market research, and data analytics, while supporting the project management of a global Voice of the Customer (VoC) program. Your work will focus on analyzing customer feedback and transforming data into actionable insights that enhance both customer experiences and internal processes. This is a full-time, remote position.

**Responsibilities**:

- Manage and support global Customer Experience (CX) programs in collaboration with cross-functional teams.
- Oversee project timelines, ensuring smooth coordination across internal teams and external stakeholders.
- Manage relationships with implementation vendors, tracking deliverables and performance.
- Provide analytical support using tools like Excel, Python, and SQL to turn data into actionable business insights.
- Design, test, and refine customer surveys based on client objectives and CX strategy.
- Develop clear, executive-ready reports and dashboards using data from multiple sources.
- Troubleshoot technical and operational challenges, manage vendor relationships, and optimize CX reporting platforms.
- Communicate project updates, insights, and recommendations clearly to internal managers and client teams.
- Bachelor’s degree in Business, Social Sciences, Statistics, Computer Science, or a related field.
- 2-4 years of experience in customer experience, market research, business analysis, or consulting.
- Strong proficiency with Excel, Python, SQL, and data visualization tools (e.g., Tableau, Power BI).
- Experience working with CX platforms such as Medallia or Qualtrics is a significant advantage.
- Familiarity with statistical tools (e.g., Stata, SPSS, R) and basic programming knowledge (e.g., XML, VBA) is a plus.
- Fast learner with a demonstrated ability to adopt new tools and methodologies quickly.
- Excellent attention to detail, with strong written and verbal communication skills.
- Experience in survey design, sampling strategies, and analyzing survey data is a plus.
- Strong time management skills; able to balance multiple projects simultaneously.
- Collaborative, self-motivated, and comfortable working both independently and within a team.

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