Customer Experience Analyst

1 week ago

Singapore FUJIFILM BUSINESS INNOVATION ASIA PACIFIC PTE. LTD. Full time

**Customer Experience Analyst
The Customer Experience Analyst will highlight key areas for improvement and support country operating companies (OpCo’s) in Asia Pacific region as well as business functions to implement recommended changes appropriately, to achieve the overall goals of Customer Excellence.

The Customer Experience Analyst is responsible for:

- Understanding the customer experience through various surveys and closed-loop feedback mechanisms.
- Ensuring results are communicated and utilized by country operating companies (OpCo’s) in Asia Pacific (AP) region to strengthen customer loyalty and remove barriers to sales.
- Managing the technology supporting Customer Excellence initiatives.
- Answering business questions by understanding, identifying, and appropriately using customer feedback data.

**RESPONSIBILITIES & TASKS**:

- Understanding the customer experience through various surveys or studies (including but not limited to Post-Installation Survey, Customer Support surveys, Customer Loyalty survey, adhoc benchmarks) and its impact on customer loyalty.
- Set-up surveys when required.
- Derive customer-related insights from various data sources, to recommend areas of focus.
- Coordinate the deployment of AP Customer Excellence initiatives.
- Check the impact and explain the results to Opco stakeholders.
- Manage the regional Customer Experience platform to transform FUJIFILM BI AP into a customer data driven organization that translates customer insights into strategy and into competitive advantages.
- Suggest and implement process changes in issue resolution and customer experience generally to continually improve it.
- Provide training to Opco counterparts and Departments to improve handling of customer feedback.
- Support reporting and other activities within the team.

**Experience and Responsibilities**
- At least 2 years' experience in Customer Experience or Project Management.
- Bachelor’s degree (ideally in marketing, market research, economics, statistics or a related discipline).
- Project coordination skills, ability to multi-task across projects and functions.
- High degree of analytical and problem-solving skills with a data-driven mindset. Data visualization skills.
- Ability to interface across countries and departments to support varied initiatives.
- Able to understand the customer journey from both customer and company perspectives.
- Ability to coordinate initiatives across countries and departments to support varied initiatives.
- Expertise with coding, technology deployment and driving the efficient use of technology is a plus.
- Adaptability (to take on new tasks as required to achieve end business goal).

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