PRODUCTS ANALYST II | COFFEE & STORE CF MG
Core
Monitor and evolve customer experience indicators (NPS, CSI, ARPAC), map end-to-end customer journeys, and propose structural improvements to impact satisfaction and banking conversion.
Role type
Senior Customer Experience Analyst
Builds
Customer journey maps and conversion strategies for multiple banking products
Domain
Financial services / Customer Experience
Deliverable
dashboards & analysis
Required skills
CX indicator management (NPS, CSI, ARPAC), end-to-end journey mapping, conversion metrics analysis, data-driven insight generation, multi-product environment experience
Preferred skills
Voice of the customer tools (Qualtrics, Medallia), BI visualization tools, Service Design/Design Thinking methodologies, premium retail or financial services experience
Responsibilities
Monitor and manage customer satisfaction indicators; Map and optimize customer journey across all touchpoints; Develop strategies to increase banking conversion; Identify experience bottlenecks and propose data-based structural improvements
