First Principle Labs - Senior Analyst - Customer Experience

CX Sr. Analyst

- The analyst will help optimise CX functions creating, owning, and executing strategies. The person will be responsible for putting in place the tools and processes needed to ensure a great customer experience. The person will be working alongside technology and operations teams to meet the objective

- As part of the growing team and function, person joining the team will be responsible to own the key portfolio metrics and deliver on the agreed KPIs.

The role will require :

- Continuous monitoring of CX Experience and communicating trends and concerns with relevant stakeholders.

- Creating and owning a holistic team strategy that helps OneCard provide world class experience to the customers

- Creating the processes and guidelines to help the team meet its objective.

- Provide insights and business learnings that help drive continuous improvement in the CX process for the organization