Customer Experience Analyst - REMOTE

PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are seeking a Customer Experience Analyst with fluent French or German language skills to optimize our clients’ traditional and generative IVR operations through in-depth data analysis. Using analytic discovery and evaluation, our Customer Experience Analysts champion the customer experience and provide clients with recommendations to reduce customer effort, offer effective self-solve options, streamline processes and reduce agent handling time. We are looking for a bright, enthusiastic, and motivated professional ready to collaborate with our team.

Key Responsibilities

Call Testing and Assurance: Evaluate the readiness of traditional IVR and generative AI agent systems by initiating simulated test calls and providing actionable feedback.

Call Annotation: Perform detailed annotations to understand customer intents, evaluate AI comprehension, optimize self-service flows, and assess agent handling.

Analysis and Data Optimization: Analyze large datasets and conversational call flows to uncover trends, identify pain points and drive overall customer experience enhancements.

Reporting and Presentations: Translate data into clear, actionable insights and deliver compelling, data-driven presentations to stakeholders and executive teams.

Platform Management: Configure and maintain a 3rd party analytics tool to extract insights, monitor daily KPI dashboards, and proactively alert clients to unexpected metric fluctuations.

Cross-Functional Collaboration: Partner with Project Managers, Team Leads, and Professional Services to strategize and solve complex customer journey issues.

Requirements

• Written and spoken fluency in French or German
• Strong analytical and problem-solving abilities
• Expertise in summarizing, analyzing and pulling trends from complex datasets in Microsoft Excel, Google Sheets, Numbers or similar software
• Familiarity with basic Excel formulas and the use of pivot tables
• Excellent verbal and written communication skills
• Proficiency with building presentations in PowerPoint or Keynote
• Experience with delivering strong, focused presentations via phone, video or in person
• Strong attention to detail
• Ability to thrive and collaborate effectively in a fast-paced, remote team environment

Desired Experience

• Working in or collaborating with a contact center environment
• Understanding of user interface or conversational design concepts
• Familiarity with conversational AI, particularly in evaluating or optimizing chatbots and virtual assistants