Customer Experience Analyst

Overview

SUMMARY: Our client in the telecoms sector is looking for a Customer Experience Analyst on a contract duration of 6 to 12 months.

Job Summary: A Customer Experience Analyst evaluates customer interactions and feedback to improve overall customer satisfaction, loyalty, and service performance. The role focuses on analyzing customer data, identifying pain points, and recommending improvements across customer journeys, processes, and service channels.

• Strong data analysis and reporting skills.
• Experience with customer feedback and survey tools.
• Knowledge of customer journey mapping and CX frameworks.
• Analytical and problem-solving ability.
• Excellent communication and stakeholder engagement skills.
• Ability to translate data into actionable insights.
• Process improvement mindset.

• Degree or diploma in Business, Marketing, Data Analytics, or related field.
• 2–5 years experience in customer experience, customer insights, or business analysis roles.
• Experience using analytics and reporting tools (Excel, Power BI, Tableau, etc.).
• Experience in customer service or contact center environments is advantageous.

• Improvement in customer satisfaction metrics.
• Reduction in customer complaints or service failures.
• Implementation success of CX improvement initiatives.
• Quality and timeliness of CX reporting.

Location:

Johannesburg, South Africa