Senior CX Analyst
Bolt
IT
Harju County, Estonia
Posted on Saturday, April 27, 2024
We are looking for a Senior Customer Experience Analyst to support our Customer Experience enhancement initiatives, aimed at elevating customer satisfaction, reducing customer churn, and optimizing operational cost by conducting in-depth analysis of customer data and feedback across diverse channels to inform strategic decisions.
In addition, the Senior Customer Experience Analyst is responsible for leading and facilitating research initiatives owned by Customer Experience Analytics as well as contributing to other cross-functional teams’ research
About Us
With over 150 million customers in 45+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.
Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
Main tasks & responsibilities:
Why you’ll love it here:
In addition, the Senior Customer Experience Analyst is responsible for leading and facilitating research initiatives owned by Customer Experience Analytics as well as contributing to other cross-functional teams’ research
About Us
With over 150 million customers in 45+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.
Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
Main tasks & responsibilities:
- Analysing customer comments, surveys, and other touchpoints to identify the most impactful customer friction points, their causes, and scale along with the measurable impact on business
- Creating user journey maps and combining your findings from analysis and the customer’s voice to tell a compelling story about friction points
- Continuously monitor customer feedback and contact volumes to identify emerging trends and issues and perform deep-dive analysis to identify opportunity areas
- Lead and participate in research initiatives in collaboration with other cross-functional teams using a range of UX research tools & methods such as conducting user interviews, usability testing, etc.
- 2+ years of experience in qualitative &/or quantitative analyses preferably in a tech industry
- Understanding the basics of statistics & A/B testing
- Excellent skills in Excel and good working knowledge of SQL
- Former experience using the BI tools (e.g. Looker, Tableau, PowerBI, etc)
- Experience in data & concept visualisation
- the ability to support the findings from qualitative/quantitative analyses with the visualizations of a user journey
- Outstanding communication skills
Why you’ll love it here:
- Play a direct role in shaping the future of mobility.
- Impact millions of customers and partners in 500+ cities across 45 countries.
- Work in fast-moving autonomous teams with some of the smartest people in the world.
- Accelerate your professional growth with unique career opportunities.
- Get a rewarding salary and stock option package that lets you focus on doing your best work.
- Enjoy the flexibility of working in a hybrid mode
- Take care of your physical and mental health with our wellness perks.
- Some perks may differ depending on your location.
