Customer Experience Analyst

This is Work On Site in Shaw, Mandaluyong and on a Night Shift schedule.

The Customer Experience (CX) Analyst – Reporting & Recognition Programs plays a critical role in driving customer-focused improvements across the organization. This role is responsible for analyzing customer feedback, operational data, and experience metrics to uncover actionable insights that support strategic decision-making. Through the development of dashboards, reports, and deep-dive analyses, the analyst enables cross-functional teams to better understand and enhance the customer journey. In addition to reporting responsibilities, this position also manages and evolves internal recognition programs that highlight outstanding customer-centric performance across teams and individuals. The ideal candidate combines strong analytical skills with a passion for customer advocacy, a detail-oriented mindset, and a collaborative approach to problem-solving.

Responsibilities

• Build and maintain recurring CX reports and dashboards.
• Manage and evolve customer recognition programs, including criteria development, nomination processes, communications, and tracking.
• Partner with cross-functional teams (e.g., process owners, regional leaders, CSMs) to identify reporting needs and ensure consistent data interpretation.
• Provide ad hoc analyses and deep dives to support CX initiatives and strategic priorities.
• Aggregate and analyze customer feedback from multiple channels (e.g., Qualtrics, ServiceNow, Salesforce) for leadership and CX program use.
• Track and report performance against key customer experience program objectives.
• Support customer journey mapping and improvement initiatives with quantitative analysis.
• Recommend improvements for recognition programs based on feedback and participation trends.
• Identify and implement process automation opportunities within reporting and recognition workflows.
• Maintain and regularly update CX master files and databases to ensure data accuracy and integrity.
• Conduct research and analyze customer experience data to identify trends, pain points, and opportunities for continual service improvements (CSIs); assist in tracking and facilitating resolution of CSI initiatives.
• Provide administrative, analytical, and research support to the Customer Experience team to enable execution of CX programs and initiatives.
  
  

Qualifications

• 2+ years of experience in a customer experience, data analyst, or business insights role.
• Strong proficiency in Excel and data visualization/reporting tools (e.g., Power BI).
• Familiarity with CX platforms (e.g., Qualtrics) and CRM systems (e.g., Salesforce, ServiceNow).
• Demonstrated ability to manage employee or customer-facing programs (e.g., recognition, rewards).
• Continuous improvement mindset with a passion for recognizing and enabling service improvements.