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 #J-18808-Ljbffr PTP