About the Role
Role Overview
The CX CoE Business Analyst supports the measurement, analysis, and improvement of customer experience performance across all accounting and back-office functions. This role translates customer insights, operational data, and process analytics into actionable recommendations that enhance service quality, efficiency, and stakeholder satisfaction. The analyst acts as the data-driven backbone of the CX CoE, ensuring all CX initiatives are supported by facts, KPIs, and measurable impact.
Key Responsibilities
- CX Performance Measurement & Analytics
- Voice of Customer / Employee / Process Analysis
- CX Process Mapping & Impact Assessment
- Reporting & Governance Support
- CX Technology & Tools Enablement
- Continuous Improvement & Benchmarking
Key Skills & Competencie...
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