Customer Experience Analyst

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Date: Aug 6, 2022

Location: Makati, NCR (Metro Manila), PH, 1220

Company: CEMEX

JOB PURPOSE

Responsible for providing insights from customer & employee feedback, analysis of metrics, dashboards to support the design and implementation of process improvement opportunities that will enable the Company’s transformational journey towards improving customer experience.  The person will facilitate the coordination of projects with cross-functional teams as well as monitor and report its impact to operational and customer metrics.  The Customer Experience Analyst will be collaborating with Supply Chain, Business Service Organization, Marketing, Commercial, Marketing, Human Resources and Plant Operations and the Department’s counterparts in the Global Network.

 

CUSTOMER INSIGHTS

Provide and present recommendations that drive action through effective feedback and analysis of data using the appropriate data analysis tools and techniques.          

 

CUSTOMER EXPERIENCE MEASUREMENT

Collect operational metrics about each experience (e.g., number of interactions, errors encountered, complaints) that provide context for and drives customer perceptions.   Analyze and develop customer experience metrics to determine customer loyalty and any differences in experience quality among key customer segments, tasks, or aspects of the experience.

 

CUSTOMER CENTRIC CULTURE

Communicate the importance and impact of customer experience to employees, customers, and other stakeholders (e.g., shareholders, partners).   Collect and share real life stories of customer experience best practices across the employee base.   Provide regular training in collaboration with Human Resources, to help new and existing employees build and maintain the skills they need to enable them to deliver their part of the organization’s customer experience strategy.

 

PROJECT MANAGEMENT

Monitor, manage, and enable the implementation and execution of customer-focused improvement projects

 

CONTINUOUS IMPROVEMENT

Help in the definition/validation of support tools designed/developed.  Develops and documents new business processes in coordination with the Operating Units.

 

Qualifications

  • Graduate of any course, Industrial Engineering is a plus
  • With knowledge in project management and continuous improvement
  • Familiarity with Excel, SAP and Power BI is a plus
  • 2 to 3 years of experience is required
  • Willing to be assigned in Makati 3 times a week or as mandated by the company
  • Excellent communication skills
  • Willing to be trained
  • Can start ASAP