Customer Experience Analyst Job at EF Education First (Quito)

Customer Experience Analyst

This role elevates customer satisfaction, strengthens loyalty, and improves over...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Master’s degree
Bachelor’s degree and 6 months of experience
Associate’s degree and 2 years of experience
Proficiency English language
Customer Experience Management
Journey Mapping & Process Design
End-to-End OTC Process Knowledge
Customer-Centric Mindset & Service Orientation
Problem-Solving & Critical Thinking
Proactive Risk Identification & Mitigation

Job Responsibility

Build and maintain strong customer relationships to proactively understand evolving needs and expectations
Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement
Develop and manage feedback listening posts across the customer journey to gather actionable insights
Handle escalated inquiries through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution
Document controlled operational procedures, SOPs, and customer interactions including compliments, complaints, and technical issues
Serve as a subject matter expert for OTC and service processes, ensuring operational documentation remains current, compliant, and reflective of standard processes
Support process improvement initiatives, including user acceptance testing (UAT) for system upgrades and new digital tools
Assist in troubleshooting operational challenges that impact customer experience or service reliability
Collect, track, and analyze customer feedback, performance metrics, and service data to generate insights and improvement recommendations
Prepare and support monthly and quarterly reporting on CX analytics, KPIs, and experience trends

What we offer

Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards

Business Intelligence Analyst - Customer Experience and Insights

The Business Intelligence Analyst plays a central role in supporting business in...

Location

Australia , Melbourne

Salary:

Not provided

APM Employment Services

Expiration Date

Until further notice

Requirements

Experience developing Business Intelligence reports and dashboards in Power BI and Excel using Power Query (M), DAX, VBA, and Excel formulas
Proficiency in SQL for data extraction, transformation, and consolidation across multiple complex datasets
Proven ability to develop robust data models and translate business requirements into actionable reporting solutions
Ability to translate insights into actionable recommendations that support strategic decisions and continuous improvement

Job Responsibility

Design, develop, and maintain scalable, user-friendly reporting and analytics solutions aligned with business and customer requirements, incorporating best practice design and user experience principles
Analyse reporting requirements to ensure metrics capture impact across all customer touchpoints and operational areas
Identify gaps in existing reports and implement improvements to provide actionable insights
Collaborate with Team Leaders and Operational Management to align reporting with workforce optimisation and customer experience goals

What we offer

Flexible / hybrid working arrangements
Purchased additional annual leave
Private health discounts
Opportunity to grow your career
Great work-life balance
Extensive learning opportunities
Networking programs
Employee benefits

Fulltime

Business Intelligence Analyst - Customer Experience and Insights

The Business Intelligence Analyst plays a central role in supporting business in...

Location

Australia , Geelong; Melbourne

Salary:

Not provided

APM Employment Services

Expiration Date

Until further notice

Requirements

Experience developing Business Intelligence reports and dashboards in Power BI and Excel using Power Query (M), DAX, VBA, and Excel formulas
Proficiency in SQL for data extraction, transformation, and consolidation across multiple complex datasets
Proven ability to develop robust data models and translate business requirements into actionable reporting solutions
Ability to translate insights into actionable recommendations that support strategic decisions and continuous improvement

Job Responsibility

Design, develop, and maintain scalable, user-friendly reporting and analytics solutions aligned with business and customer requirements, incorporating best practice design and user experience principles
Analyse reporting requirements to ensure metrics capture impact across all customer touchpoints and operational areas
Identify gaps in existing reports and implement improvements to provide actionable insights
Collaborate with Team Leaders and Operational Management to align reporting with workforce optimisation and customer experience goals

What we offer

Flexible / hybrid working arrangements
Purchased additional annual leave
Private health discounts
Opportunity to grow your career
Great work-life balance
Extensive learning opportunities
Networking programs
Employee benefits

Fulltime

Voice of the Customer (VOC) Analyst

The Voice of the Customer (VoC) Analyst will be instrumental in understanding an...

Location

United States , Hingham

Salary:

65000.00 - 80000.00 USD / Year

Ann Taylor

Expiration Date

Until further notice

Requirements

5+ years of experience in a similar role, preferably within a multi-brand or retail environment
Experience in collecting, analyzing, and interpreting customer feedback data
Experience with Customer Experience Platforms such as InMoment, Medallia and Qualtrics
Strong analytical and problem-solving skills with the ability to mine data across numerous touchpoints
Experience with VoC platforms, survey methodologies, text analytics and sentiment analysis tools
Proficiency is data visualization for story-telling reporting
A desire to understand the why’s in the data and an innate sense of curiosity
Passion for the customer
Strong communication skills and presentation skills (verbal and written) with the ability to effectively convey complex information to diverse audiences
Self-starter who will work independently and manage multiple projects simultaneously

Job Responsibility

Customer Feedback Collection: Manage daily function and file transfer verification of data to the CSAT/Voice of Customer program for KWG brands while ensuring optimization of the collection of customer feedback through surveys (e.g., transactional, post-interaction), online reviews, social media listening, and other relevant channels
Ensures data integrity and accuracy is achieved through regular audits and validation checks
Attend regular Voc meetings with KWG business partners to understand challenges within the businesses and incorporate quantitative and qualitive data into Voc reporting
Data Analysis and Interpretation: Analyze large datasets of structured and unstructured customer feedback using statistical tools and qualitative analysis techniques
Identify key themes, trends, and drivers of customer satisfaction and dissatisfaction across brands and channels
Develop and validate analytical models to predict customer behavior and identify areas for improvement
Reporting and Visualization: Assist in the design and development of regular and ad-hoc reports and dashboards on customer satisfaction (CSAT), and other relevant VoC metrics for stores, contact centers, and e-commerce platforms for each brand
Actionable Insights and Recommendations: Translate data insights into practical recommendations for improving customer experience, operational efficiency, and service quality across all channels and brands
Stakeholder Collaboration: Partner with business leaders and stakeholders to understand their specific needs and provide tailored VoC insights
Tool and Technology Management: Create, manage and track tickets with VoC providers for any issues/reporting requests

What we offer

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies
Support for your individual development plus opportunities for career mobility within our family of brands
A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
Medical, dental, vision insurance & 401(K)
Employee Assistance Program (EAP)
Time off – paid time off & holidays

Fulltime

Customer Experience Manager

As Customer Experience Manager, you will lead a growing team of Customer Experie...

Location

United States

Salary:

104000.00 - 121000.00 USD / Year

Avanos

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent relevant experience
7+ years of progressive customer service or experience leadership
At least 3 years managing direct reports
Proven success in driving customer satisfaction initiatives and managing escalations at scale
Strong knowledge of SAP (Order-to-Cash), Salesforce.com (Service Cloud), and customer experience metrics

Job Responsibility

Lead, coach, and develop a team of Customer Experience Analysts who serve as escalation points for both commercial and patient service operations
Establish performance standards, define measurable goals, and ensure team alignment with department KPIs and strategic objectives
Foster a culture of collaboration, ownership, and customer-first problem solving
Define the short- and long-term vision for customer experience excellence within the Service Center and Patient Care channels
Drive consistency in the way customer issues are escalated, diagnosed, resolved, and analyzed
Champion a proactive experience model by identifying root causes and implementing scalable improvements
Collaborate with key stakeholders across Sales, Planning, Marketing, Distribution, IT, and Compliance to advocate for the voice of the customer
Participate in strategic corporate initiatives such as product launches, acquisitions, and system enhancements
Support continuous improvement by embedding feedback loops and customer insights into internal planning
Develop and monitor real-time metrics for customer effort, NPS, and issue resolution

What we offer

Incentive compensation program
Comprehensive and competitive range of benefits
Health care benefits
Retirement plans
Work/life benefits
Generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting
Benefits on day 1
Free onsite gym
Onsite cafeteria
Uncapped sales commissions

Customer Experience (CX) Director

My client is seeking an experienced Customer Experience (CX) Director to lead la...

Location

Saudi Arabia , Riyadh

Salary:

Not provided

Salt

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Experience, Service Design, Customer Strategy, or related fields
Saudi market experience is essential, with strong understanding of local customer behavior, regulatory environments, and sector landscape (e.g., government, financial services, telco, retail, or tourism)
Experience working in a top-tier consulting firm or leading CX transformations in large organizations
Demonstrated ability to manage senior stakeholders and executive-level engagement
Track record of delivering large-scale CX, digital transformation, or omnichannel strategy programs
Strong commercial acumen and experience with business development
Fluent in English
Arabic proficiency strongly preferred

Job Responsibility

Lead end-to-end CX transformation programs, from diagnostic and strategy design to implementation and value realization
Serve as a trusted advisor to senior client stakeholders, including C-level executives and government leaders
Oversee the development of customer journeys, service blueprints, personas, and experience design frameworks
Ensure delivery excellence across engagements, maintaining high-quality standards and adherence to project timelines and budgets
Develop CX strategies aligned with Vision 2030 priorities, local customer expectations, and sector-specific dynamics
Drive thought leadership on emerging CX trends, digital experience, data-driven personalization, and service design innovation
Contribute to internal capability building, including frameworks, methodologies, and CX tools
Identify and cultivate new business opportunities within the Saudi market
Lead proposal development, pitch presentations, and commercial negotiations
Build and maintain strong relationships across key client accounts and government entities

Fulltime

Business Analyst, Customer Service

The Business Analyst (BA) is a critical role focused on driving operational exce...

Location

Sweden , Stockholm

Salary:

Not provided

Instabee

Expiration Date

Until further notice

Requirements

2-6 years of experience in a BA role in the Customer Service space
Preferably a degree in Analytics, Business Administration, Data Science, Statistics, or another related quantitative or operational field, or equivalent experience in a similar analytical or process-focused role
Strong Excel/Google Sheets skills
Ability to break down complex data, design scalable solutions, and manipulate/clean up messy and unstructured data
Advanced reporting expertise in creating dashboards, reports, and KPIs using tools like Tableau, Steep, or Power BI
Experience designing and building predictive models
Basic SQL Proficiency
Fluent in Swedish
Speak and write English fluently
Ability to influence and collaborate with senior leadership across multiple teams and departments

Job Responsibility

Data Analysis & Root Cause Identification: Leverage large datasets to conduct quantitative deep-dives, identify performance variance and cost drivers, and perform Root Cause Analysis
Reporting & Visualization: Design, develop, and maintain dynamic dashboards and reports for real-time, actionable insights
Trend & Forecasting: Analyze data across channels to determine interaction volume trends and service activity to develop business insights and forecast required staffing levels
Collaboration: Engage with stakeholders to align data initiatives and collaborate with business, data, and tech teams to ensure smooth data flow, integration, and quality
Process Evaluation: Evaluate customer service and operations processes to identify inefficiencies and areas for enhancement
Mapping: Evaluate and map current-state business processes to identify bottlenecks and areas for automation
Solution Modeling: Develop and model optimized future-state processes and solutions to reduce operational costs, improve agent productivity, and enhance customer experience
Strategy & Implementation: Develop and implement solutions and optimization strategies to meet company objectives
Advisory: Proactively advise customer service process owners on opportunities for process optimization
Requirement Gathering: Lead requirement-gathering sessions, translating high-level business goals into detailed functional and non-functional specifications

What we offer

Hybrid setup and flexible working hours
Modern, newly renovated office with a 360-degree view around Stockholm
Puppy friendly: Whole floor dedicated for furry friends
Fun & Games: Ping pong, Shuffleboard, Foosball, and a Karaoke Room
Parental Pay for Six Months
A Day Off on Your Birthday each year
Challenging environment, skill development, and the opportunity to set new processes

Fulltime

Analyst, Customer Insights

The Customer Insights (CI) team provides consumer and market intelligence across...

Location

United States , New York

Salary:

66300.00 - 79000.00 USD / Year

Ann Taylor

Expiration Date

Until further notice

Requirements

Bachelor’s Degree required
1-3 years of relevant professional experience preferred (e.g., strategy, research, consulting, corporate retail)
Proficient in Microsoft PowerPoint, Word, Excel, Outlook
Experience with survey research platforms and statistical tools, like SPSS or Q, is a plus
Ability to interpret datasets, identify patterns, and visualize insights to tell a clear story
Intuitive understanding of consumer psychology, behavior and related business considerations
Strong attention to detail and high standards of accuracy in analysis and reporting
Experience or demonstrated interest in retail / fashion
Strong interpersonal skills and ability to prioritize requests effectively
Demonstrates curiosity, resourcefulness, and adaptability in a fast-paced environment

Job Responsibility

Collaborate with CI team leads and business partners to design and field projects in support of priority business questions
Support the execution of surveys, online customer communities, and other research methods, including questionnaire design, survey programming, and fieldwork monitoring
Analyze quantitative and qualitative data to identify patterns, themes, and insights
Prepare clear, organized data visuals and reports to communicate findings
Monitor macro customer, category, and competitive trends relevant to our brands

What we offer

Merchandise discount at select KnitWell Group brands
Support for individual development plus opportunities for career mobility within our family of brands
A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
Medical, dental, vision insurance & 401(K)
Employee Assistance Program (EAP)
Time off – paid time off & holidays

Fulltime

Customer Experience Analyst

EF Education First

Location:
Ecuador , Quito

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 08, 2026

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