Requirements:
- Minimum 2 years of hands-on experience in roles related to customer experience (CX), journey analysis, or business/data analysis, preferably in a B2C environment (e.g., telco, e-commerce, banking, retail).
- Proven track record in supporting customer journey initiatives, data reporting, or improvement projects involving customer touchpoints.
- Good understanding of B2C customer journeys, including both: Digital channels and Offline channels
- Able to link customer pain points or feedback to specific steps in the journey for further action.
- Coordinate follow-up on action items from CX reviews and internal discussions.
- Track the effectiveness of changes implemented.
- Analyse customer data (TUR, NPS, CTR, drop-off, etc.) from both online and offline sources.
- Build simple dashboards and trackers to monitor key journey performance indicators.
- Flag insights and abnormal patterns to support decision-making.
Job Type: Full-time