Customer Experience (CX) Analyst at Ten Group – London, England, UK
Job Description
Ten Group is building a world-class global Customer Experience (CX) team for one of our valued clients, aiming to create seamless, compelling customer journeys for members worldwide. This is an exciting opportunity to join a dynamic team, collaborate across regions, and play a key role in analyzing and shaping exceptional customer experiences.
About the Role
As a CX Analyst, you will report to the Senior CX Team Manager and support efforts to optimize customer journeys by identifying opportunities for improvement through data-driven insights. You’ll work closely with regional teams and the global service support function to ensure we deliver high-quality experiences and remove barriers to seamless service delivery.
Key Responsibilities
- Analyze Customer Journeys: Evaluate every touchpoint to identify friction points, improving service quality and member satisfaction.
- Enhance Member Lifetime Experiences: Contribute to initiatives focusing on onboarding, recovery, optimization, and advocacy to maximize member value.
- Support CX Strategy Development: Collaborate with global peers and regional managers to gather insights and inform CX roadmaps.
- Utilize Data-Driven Insights: Conduct research, mystery shopping, and competitive analysis to prioritize and recommend improvements.
- Champion Customer-Centricity: Contribute to fostering a culture of customer obsession in your region.
- Measure and Report Performance: Assist in tracking KPIs such as CSAT, NPS, CES, and CLV to monitor and improve the customer experience.
Requirements
What We’re Looking For:
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- A customer-first mindset, driven by empathy and emotional intelligence.
- Excellent communication skills to effectively convey insights and ideas to stakeholders.
- Problem-solving capabilities to address customer challenges proactively.
- Flexibility and adaptability to thrive in a fast-paced, dynamic environment.
- Knowledge of loyalty and satisfaction metrics and an aptitude for technology and digital solutions.
Qualifications & Experience:
- Proficiency in business-level English.
- Experience in customer-focused roles or in customer experience analysis.
- Familiarity with tools such as Microsoft Office, particularly Excel and PowerPoint.
- Exposure to Lean Six Sigma practices for CX improvement (desirable).
Guidelines for Hybrid/Home Office :
- Located in United Kingdom
- Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement – at least 2x a week in the office
- A secure home office at your confirmed address, free from background noise or other distractions
- Internet service must meet minimum requirements and minimum speed check must be completed
