Customer Experience Data Analyst

Israel- Ramat-Gan · Full-time

About The Position

Elementor’s Customer Experience Data Analyst will take a leading role in the definition and implementation of the Customer Experience data set, and will be responsible for the analysis of our customer support operations. In this role, you will be tasked with generating and delivering recommendations on ways to improve productivity and customer satisfaction levels, using various data such as performance metrics, customer satisfaction reports, surveys and complaint logs

The CE analyst is expected to be able to develop strategies and techniques to enhance the service department’s effectiveness and will be part of the customer experience group, reporting to the Head of Customer Experience.

Responsibilities

  • Perform research and analyses of customer service data, observations and market trends and reports to get a clear picture of the department’s operations and ways to improve it
  • Develop strategies for process improvement
  • Assist our Head of Customer Experience in identification of new fields and opportunities for enhancement of Elementor’s customer services offering
  • Create data dashboards, graphs and visualizations
  • Mine and analyse large datasets, draw valid inferences and present them successfully to management using a reporting tool

Requirements

  • At least 2 years of BI and Data analysis experience
  • Previous role as support, operations or success data analyst
  • Knowledge of customer service practices
  • Experience with statistic and analytics tools, such as Power BI, Tableu, R, SPSS, MySQL, Excel
  • Experience in mediation and conflict resolution techniques
  • Knowledge of research practices
  • Marketing or advertisement experience – an advantage
  • Background working in a B2C company
  • Web design/development experience – an advantage
  • WordPress plugin development experience – an advantage
  • Experience with Elementor – an advantage
  • Previous experience in communicating complex ideas and concepts to a managerial audience, in English
  • Personal tendency to solving problems and continuous improvement
  • Ability to break down and guide through a technical process
  • Ability to work under pressure
  • Transparency, accountability and ability to work independently

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