Customer Experience Analyst

TL;DR

Customer Experience Analyst: Analyzing customer feedback and data to derive actionable insights for strategic decisions and improved customer experiences, with an accent on leading survey operations, identifying trends, and automating processes. Focus on streamlining workflows, documenting requirements for IT projects, and collaborating with global teams for timely initiative delivery.

Location: Hybrid (2 days onsite, 3 days remote) in Manila, Philippines

Company

hirify.global is a global market leader in software products, providing solutions for customer experiences, financial crime, and public safety to over 25,000 global businesses, including 85 of the Fortune 100 corporations.

What you will do

• Lead end-to-end customer survey operations across various touchpoints.
• Analyze customer feedback and behavioral data to identify trends and provide actionable recommendations.
• Create process maps, identify gaps, and drive automation and simplification initiatives.
• Partner with stakeholders to design and implement improved customer experience workflows.
• Document requirements, process flows, and user stories for CX-related IT projects.
• Collaborate with global teams to ensure timely delivery of initiatives.

Requirements

• Bachelor's degree in Business management, Analytics, Information Systems or related field (or equivalent experience).
• 3+ years in business analysis, project management, or customer experience.
• Experience with VoC programs and CX metrics (NPS, CSAT).
• Proficiency with survey tools, BI Development tools (Power BI or similar), data analysis, and process automation.
• Strong ability to interpret data and translate it into actionable insights.
• Excellent written and verbal communication skills; ability to work with global stakeholders.

Culture & Benefits

• Join a fast-paced, collaborative, and creative global company.
• Opportunities for learning, growth, and internal career advancement across roles and locations.
• Hybrid work model (hirify.global-FLEX): 2 days in office, 3 days remote per week.
• Office days focus on face-to-face meetings, teamwork, and innovation.