Customer Experience Data Analyst

Job Description

Job Description

Description:

Smartaira is seeking a motivated Customer Experience Data Analyst to deliver insights that drive smarter decisions, stronger customer satisfaction, and improved operational efficiency. This role combines advanced analytics with business acumen, ensuring leaders have the information they need to act with confidence.

The analyst will conduct evaluations of customer experience processes, financial performance, and agent productivity. They will design automated dashboards and reporting tools to track KPIs and support long-term performance monitoring. In addition, the role will contribute to project success by coordinating timelines, tracking deliverables, and keeping communication clear across teams.

This is a high-visibility role with the opportunity to directly influence both customer outcomes and business results.

Key Responsibilities

Customer & Process Analytics

• Analyze business processes to identify opportunities to improve efficiency and customer experience.
• Assess agent productivity metrics, including manpower planning and first-call resolution rates.

Financial Analysis

• Conduct financial modeling, including property-level performance reviews and detailed cost analysis.

Reporting & Insights

• Build automated dashboards and custom reports to track KPIs and operational performance.
• Translate complex data into clear, actionable insights for leadership and stakeholders.

Project Support

• Partner with cross-functional teams and external resources to ensure timely execution of initiatives.
• Coordinate timelines, monitor deliverables, and maintain stakeholder communication.
• Present recommendations in a format that informs decisions at the executive level.

Why Join Smartaira?

At Smartaira, we believe data is a key driver of customer and business success. This role offers the chance to apply analytics to real-world customer experience challenges, influence decision-making at the leadership level, and grow into broader CX or analytics leadership roles.

Requirements:

Required  

• Bachelor’s degree in Business, Analytics, Finance, Industrial Engineering, or a related field.
• Strong analytical and problem-solving skills with the ability to connect data to business outcomes.
• Proficiency in Excel, SQL, or other data analysis tools.
• Experience with data visualization and reporting.
• Excellent communication skills, able to present insights to technical and non-technical audiences.
• Ability to manage multiple priorities and collaborate effectively across teams.

Preferred

• Experience in customer experience analytics, contact center operations, or process improvement.
• Familiarity with BI platforms such as Power BI, Tableau, or Looker.
• Exposure to platforms such as Freshdesk, Crexendo, or HEX.
• Knowledge of project management methods and collaboration tools.