Sr. Specialist CX Intelligence
Core
Translate qualitative and quantitative customer feedback into actionable insights and narratives to drive customer-centric decision-making and strategy.
Role type
Senior Customer Experience Intelligence Specialist
Builds
Customer experience insight decks, dashboards, alerts, and tracking tools for leadership and cross-functional teams
Domain
Food delivery / E-commerce / Logistics
Deliverable
dashboards & analysis
Required skills
Analytical skills, SQL, Tableau, Looker, Excel, Survey platforms (Qualtrics), Data storytelling, Critical thinking
Preferred skills
Experience in tech, e-commerce, or logistics industries
Technologies
SQL, Tableau, Looker, Excel, Qualtrics
Responsibilities
Analyze key customer feedback programs and metrics (NPS, resolution feedback, post-interaction surveys), Conduct data deep dives across customer segments and journeys, Collaborate with CX, product, and operations teams to identify root causes of negative experiences, Support the Voice of the Customer (VoC) program by ensuring data integrity and running feedback loops, Prepare customer experience insight decks for senior leadership and monthly business reviews, Assist in building and optimizing dashboards and tracking tools for real-time sentiment monitoring
Seniority
Senior, hands-on IC
