One of our clients is growing fast in the Canadian market, and are looking for an experienced professional with local presence in the respective market, to take on and expand the CX Operations of their brand in Ontario.
Let's start with the role
The best customer experience is one of the top priorities of our client and the end goal of everything theu do. The Customer Experience (CX) team is responsible for evaluating the customer perception of products and offering recommendations to the product development teams on how to meet or exceed users’ expectations.
As a Customer Experience Analyst you will:
• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);
• Engage active interaction with special segments of customers & analyze customer feedback to create reports related to customer voice;
• Work as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction;
• Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES);
• Reproduce issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders;
• Work closely with other divisions / teams to resolve customer pain points in an efficient way;
• Proactively identify improvement areas to enhance customer experience and operational efficiency;
• Identify pain points in current internal processes, products and tools and initiate solutions and process refinements.
Requirements & Qualifications
Our client are looking for a professional with a customer-centric approach to help them improve their processes and solutions to enhance the customer experience of products and services across the brand.
• At least 2 years of relevant professional experience;
• Excellent command of English language both verbal & written;
• Ability to process, analyze and synthesize data;
• Project management skills;
• Excellent communication skills and ability to influence senior stakeholders;
• Prior experience in the online gaming industry will be considered a strong asset.
