Data Analyst (Customer Experience Management – CXM/CEM)

Position: Data Analyst (Customer Experience Management – CXM)
Industry: Fintech / Digital Payments
Employment Type: Project-Based (6 Months)
Work Location: Taguig City
Work Setup: Hybrid (Morning shift, 3x onsite per week)

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Job Overview

We are looking for a Data Analyst with a strong focus on Customer Experience Management (CXM) to help drive data-driven improvements across customer journeys, service quality, and user satisfaction. This role will analyze customer, transactional, and operational data to surface insights that enhance customer experience in a fast-paced digital payments environment.

Key Responsibilities

• Analyze customer journey, service, and interaction data to identify CX pain points and improvement opportunities

• Build and maintain CX dashboards and reports (e.g., CSAT, NPS, CES, contact rates, resolution times)

• Monitor customer behavior, feedback, and support metrics to uncover trends and recurring issues

• Partner with CX, Customer Support, Product, and Operations teams to translate data insights into action

• Perform root cause analysis on customer complaints, escalations, and service failures

• Support performance tracking for CX initiatives, experiments, and process improvements

• Ensure data accuracy and consistency across CX metrics and reporting

• Automate recurring CX reports and improve analytics workflows

Qualifications

• Bachelors degree in Data Analytics, Statistics, Mathematics, Computer Science, Information Systems, or related field

• 2–4 years of experience in data analysis, business intelligence, or CX analytics roles

• Strong analytical and problem-solving skills with attention to detail

• Proficiency in SQL for querying large datasets

• Advanced Excel skills (pivot tables, formulas, data analysis)

• Experience with data visualization tools such as Power BI, Tableau, or similar

• Ability to clearly communicate insights to both technical and non-technical stakeholders

Preferred Skills

• Experience in Customer Experience Management, customer analytics, or service analytics

• Exposure to fintech, banking, e-wallets, or high-volume digital platforms

• Familiarity with voice, chat, email, or in-app support data

• Basic knowledge of Python or analytics tools is a plus

• Strong stakeholder management and storytelling skills