Customer Experience Business Analyst (CX) in Nova poshta

Hello!

Professional team of Nova Global Global Sellers division invites cooperation Business analyst from client experience (CX)

Nova Global is a leader in international shipping and logistics, providing innovative solutions for global sellers. We create customer journeys that make shipping and service easy and convenient for our partners around the world.

In in connection with the active development of the direction of customer experience, we are looking for a professional to join our team for:

• Analyzing customer behavior and finding ways to improve interaction with company services
• Implementation of solutions to increase customer satisfaction and process optimization
• Cooperation with cross-functional teams to achieve ambitious goals

Required expertise:

• Education: Higher education in the field of business analysis, marketing, sociology, psychology or related disciplines

• Work experience: Minimum of 2-3 years of experience as a business analyst or customer experience analyst, preferably in logistics or e-commerce companies

• Analytical skills: Ability to analyze a large volume of data, research customer behavioral trends and form conclusions based on them

• Technical literacy : Knowledge of tools for analyzing customer data (Google Analytics, Power BI, Tableau), as well as CRM systems

• Understanding CX metrics: Knowledge and ability to work with NPS, CSAT indicators , CES and other indicators of customer satisfaction

• Communication skills: Ability to work with different teams and present analytical conclusions in an understandable and clear form

• < p>Proactivity: Willingness to independently initiate projects to improve the customer experience

• Knowledge of languages: Fluency in Ukrainian and English

• Customer orientation : Understanding of customer psychology and the ability to consider their needs in the decision-making process

• Experience in the field of UX/UI: Understanding the fundamentals of user interface design and user interaction with products will be an advantage

• Quick adaptation in new conditions, desire and ability to self-learn, understand complex complex tasks, ability to work in a team, focus on results; stress resistance

Responsibility for the result:

< li>Analysis of the customer journey (Customer Journey): Study of all points of customer interaction with the company, identification of bottlenecks and problem areas. Ability to determine key customer requirements
• Evaluation of customer satisfaction: Use of survey tools, feedback and data analysis to determine the level of customer satisfaction and key performance indicators (NPS, CSAT)
• Develop recommendations: Prepare proposals to improve the customer experience based on data analysis and customer behavior research within existing and new products
• Create detailed requirements, namely: API specifications taking into account existing IT technologies, requirements for interfaces, describe the logic of interaction of systems taking into account current and necessary methods, formalize technical requirements in the form of User Story, Use case
• Interaction with departments: Close cooperation with marketing and sales teams , support and product development to implement customer experience improvement strategies
• Change monitoring: Track the impact of implemented changes on customer experience and adjust strategy as necessary
• Creating customer behavior models: Studying different customer segments to understanding their needs, expectations and reactions to the company's offers
• Competitor analysis: Evaluation of competitor solutions to improve the company's offers from the point of view of customer experience
• Implementation of automated solutions: Assistance in the development and implementation of technologies for automation of feedback collection and analytics

Advantages of working with us:

• Cooperation in a global company
• Official employment and compliance with all guarantees by the parties
• Transparent conditions of cooperation and a team atmosphere
• Opportunities for career and professional growth
• Opportunity to live and work from any country in the world
• Medical insurance
• Paid professional training, English language courses

So we invite you to join our Dream Team: achieve ambitious goals, develop and implement new technologies, optimize processes, improve customer experience, win the trust and love of customers all over the world.