Специалист по аналитике и исследованию CX

We’re looking for a Customer Experience Analytics and Research Specialist to join our CX CoE team at Bir Ecosystem and turn customer data into actionable insights. In this role, you will analyze customer feedbacks, journey data, and behavioral metrics to uncover improvement opportunities that drive loyalty, satisfaction, and business growth.

You’ll collaborate closely with CX team, product owners, and marketing teams to quantify customer pain points and measure the impact of experience initiatives. This is an ideal opportunity for a curious, analytical, and business-minded professional passionate about improving customer outcomes through data.

Vəzifə öhdəlikləri

Analyze quantitative and qualitative data mostly from surveys and other sources like call reasons, digital analytics to identify trends and root causes affecting NPS, CSAT, and churn.

Maintain and work with CX dashboards

Conduct journey-level analytics to measure performance across onboarding, service, and retention touchpoints.

Translate complex data into insightful, business-oriented recommendations for CX, Product, and Operations teams.

Conduct segmentation and cohort analysis to understand differences in experience across customer behavior types or value tiers.

Design and maintain CX metrics frameworks, linking experience indicators to financial outcomes (e.g., revenue, retention, cost-to-serve).

Create and present reports that connect customer insights with business results.

Create and conduct new survey forms

Manage the survey automation process tasks backlog to connect new automated surveys

Tələblər

Education & Background

• Bachelor’s degree in Business, Statistics, Economics, Marketing Analytics, or related field (Master’s degree preferred).
• 2-3 years of experience in customer experience research, business analytics, marketing research, or data analysis roles.

Technical Skills

• Strong analytical skills with experience using tools such as Power BI and Tableau.
• Proficiency in Excel, SQL, and familiarity with Python or R for data manipulation and analysis.
• Experience working with survey platforms (Question Pro, Qualtrics, Survey Monkey etc.) and customer feedback systems.
• Experience in designing and conducting a research project
• Understanding of CX metrics (NPS, CSAT, CES, churn, retention, LTV) and their business implications.

Soft Skills

• Excellent data storytelling and communication skills – ability to explain insights clearly to non-technical stakeholders.
• Strong problem-solving mindset and curiosity about customer behavior.
• Collaborative team player with experience working cross-functionally.
• High attention to detail and ownership over data quality and integrity.

Üstünlüklər

Opportunities for professional growth and development.

Competitive salary and bonuses.

Comprehensive insurance coverage.

Supportive work environment.

Visa Premium salary card.

Corporate discounts and events.

Additional vacation days.

Discounted education and employee loans.