Customer Experience Data Analyst (m/f/d)

 

About the Job 

 

We are embarking on a transformation journey to bring customer centricity into the DNA of our employees and seeking a dynamic Data Analyst with a strong background in automation, business reporting, and AI-driven insights who will help bringing our CX strategy to life. This role will support in designing and implementing the long term vision and strategy for CX across our organization while leading key programs across a global organization.

 

 

What you do

 

• Co-lead, develop, and implement key CX programs from a data perspective to deliver on the CX strategy and improve customer experience for target audiences, while optimizing and executing ongoing programs with global stakeholders.
• Develop, enhance, and maintain interactive dashboards and reports using Power BI and InMoment, supporting key customer experience initiatives through data-driven insights.
• Analyze and interpret complex data sets from multiple sources, providing actionable insights from both business and customer experience perspectives, utilizing AI and natural language processing techniques.
• Automate data ingestion processes and integrate data from diverse platforms into streamlined reporting solutions, implementing Python scripts and automation workflows for efficient data manipulation and extraction.
• Write and optimize SQL queries to extract, transform, and analyze data from relational databases, translating technical findings into clear, strategic insights and recommendations that drive customer experience improvements.
• Assist in developing user guidelines and documentation to ensure effective use of dashboards and reports by team members and stakeholders, supporting the introduction of new channels and data for continuous improvement actions.
• Ensure regulatory compliance by aligning customer experience and data practices with workers councils, CPO and other relevant teams.

 

 

What you bring

 

• Over 5 years of experience in data analytics or a related field, with proven expertise in building interactive dashboards, automation solutions, and business reporting, demonstrating solid business acumen.
• Strong skills in Power BI, including data modeling, visualization, and dashboard design, complemented by proficiency in Python for scripting and automating data workflows.
• Experience using AI techniques, such as natural language processing and sentiment analysis, to analyze text-based data and extract actionable insights.
• Solid proficiency in SQL for querying relational databases and manipulating large data sets, with a demonstrated ability to integrate data from diverse sources into meaningful, standardized insights.
• Excellent communication skills, both written and verbal, with strong proficiency in PowerPoint, enabling clear presentation of complex data insights to various audiences.
• Proactive, customer-focused mindset with strong problem-solving and time management skills, thriving in fast-paced environments, and familiarity with survey tools, dashboards, and customer feedback platforms.
• Excellent English language skills, ensuring effective communication and collaboration in a global context.

 

 

What we offer

 

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.