Customer Experience Data Analyst

Long Description

We are a team of seven people, located in Germany and Poland. We are responsible for collecting customer feedback, managing the requests from customers, and identifying improvements on individual and structural level. We act as customer advocates and share valuable insights on the customers’ perspectives with the organisation as a basis for strategic decisions. With our different backgrounds, we bring fresh perspectives and support each other to achieve success together.

As part of the Customer Experience Team you ensure that the voice of the customer is the center of our decisions within ZF. In your role the key responsibilities are

• Data Analysis: Perform X- and O-data (experience and operational) analysis to gather data requirements, supporting projects and changes in local, regional, or global contexts. This includes calculating the financial impact of these changes.
• Trend Identification: Identify trends and patterns in customer behavior, feedback, and requests to inform strategic decisions.
• Reporting: Create detailed reports and presentations, including visualized data, for management and other stakeholders. Highlight key insights and provide recommendations based on their requirements.
• Collaboration: Work closely with marketing, sales, and customer service teams to ensure data analysis aligns with business goals.
• Predictive Modeling: Use data to create predictive models that forecast future trends and behaviors.
• Quality Assurance: Implement data quality procedures to ensure the accuracy and reliability of collected data.
• Support: Provide support within the European time zone (09:00 AM to 06:00 PM CET).

Your Profile:

• Any Graduate with 4+ years of experience in Data Analysis
• Six Sigma certification is added advantage
• Proven experience in data analysis, preferably within a customer experience context.
• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in data visualization tools (e.g., Tableau, Power BI).
• Experience with predictive modeling and statistical analysis.
• Ability to work collaboratively with cross-functional teams globally.

Work Location : Porur