Associate, CX Analyst
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Key skills for this role
About the Role
Starlinks Global seeks a CX Data & Performance Analyst to transform the Customer Experience function into a data-driven organization. The role involves collecting, analyzing, and visualizing customer and operational data to identify trends, risks, and improvement areas.
Key Skills for This Role
Responsibilities
- Collect and consolidate data from multiple systems and sources
- Validate data accuracy and maintain reporting integrity
- Prepare daily, weekly, and monthly performance reports
- Develop dashboards and visual reports using Power BI and Excel
- Present findings and recommendations to management
- Monitor Customer Satisfaction (CSAT) performance and trends
- Track customer complaints, escalations, and resolution performance
- Analyze customer feedback and identify improvement opportunities
- Support customer retention and customer health monitoring
- Develop account performance scorecards
- Track customer SLA performance and compliance
- Monitor operational KPIs against contractual commitments
Requirements
- Experience in data analysis and reporting
- Proficiency in Power BI and Excel for dashboard creation and data visualization
- Ability to collect, consolidate, and validate data from multiple systems
- Knowledge of customer experience metrics such as CSAT, SLA compliance, and complaint resolution
- Strong analytical and problem solving skills
- Attention to detail and ability to maintain reporting integrity
Full Job Posting
Overview
- Starlinks is looking for a CX Data & Performance Analyst to support the transformation of the Customer Experience function into a data driven organization.
- The successful candidate will collect, organize, analyze, and visualize customer, operational, and commercial data to provide clear visibility of business performance.
- The role will support decision making by identifying trends, risks, opportunities, service gaps, SLA performance, customer satisfaction drivers, and operational improvement areas.
Key Responsibilities
- Data Analysis & Reporting: Collect and consolidate data from multiple systems and sources.
- Validate data accuracy and maintain reporting integrity.
- Prepare daily, weekly, and monthly performance reports.
- Develop dashboards and visual reports using Power BI and Excel.
- Present findings and recommendations to management.
- Customer Experience Performance: Monitor Customer Satisfaction (CSAT) performance and trends.
- Track customer complaints, escalations, and resolution performance.
- Analyze customer feedback and identify improvement opportunities.
- Support customer retention and customer health monitoring.
- Develop account performance scorecards.
- SLA & Compliance Monitoring: Track customer SLA performance and compliance.
- Monitor operational KPIs against contractual commitments.
Key KPIs
- Customer Satisfaction (CSAT)
- SLA Compliance
- Complaint Resolution Time
- Escalation Volume
- Customer Retention
- Customer Health Score
- On Time Performance
- Operational Compliance
- Overtime Tracking Accuracy
- Additional Charges Tracking Accuracy
- Reporting Accuracy
- Dashboard Utilization
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