Customer Experience Analyst

Job description

 About Shop2Shop

The ability to make a payment quickly and at a low cost is an underestimated bedrock of our economy in South Africa. Payments are the financial lifeline of every business and individual. We are on a mission to help entrepreneurs participate and prosper in the digital economy by solving their payment challenges.

When you join Shop2Shop, you join a team of people driven by a shared purpose for what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

Purpose of Role:

The Customer Experience Analyst will play a critical role in monitoring and analysing customer interactions, ensuring that both the customer care department and our clients receive the highest level of service. This role supports product testing, rollout, and continuous improvement of customer service processes. The customer experience analyst will act as liaison between product development and customer care and contribute to enhancing the overall customer experience and driving service excellence.

Key Responsibilities:

• Monitor and analyse customer interactions to identify trends, pain points, and areas for improvement.
• Develop insights from customer feedback to enhance overall customer experience strategies.
• Collaborate with product development teams to test and evaluate new products and services, ensuring they meet customer expectations prior to launch.
• Gather and analyse feedback from the customer care champions and customers and provide actionable insights for product and service refinement.
• Work with the Automation Specialist to improve the functionality and effectiveness of the support automation bot.
• Implement and integrate feedback to optimise the automation bot’s performance and alignment with customer needs.
• Prepare detailed reports on customer experience metrics, providing regular updates to the Head of Customer Experience.
• Identify areas for improvement based on data and recommend actionable strategies for enhancing the customer journey.
• Support the Customer Experience Specialist with daily operations of the customer care champions, contributing to the smooth execution of services.
• Assist in training customer care staff on customer service standards and new products.
• Maintain and refine customer journey maps to visualise and improve experiences across all touchpoints.
• Serve as the escalation point for critical customer experience issues, ensuring swift and effective resolution.
• Foster communication and collaboration with internal stakeholders, including product, marketing, and support teams, to align customer experience initiatives with overall business objectives.

Core Competencies:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage and prioritise multiple tasks effectively.
• Team player who can collaborate across departments and functions.
• Proactive in identifying and addressing areas for improvement.

Requirements

• 1–2 years’ experience in a CX, operations, support, or business analysis role
• Exposure to process and/or customer journey mapping
• Basic understanding of customer experience and design thinking principles
• Basic data analysis and reporting skills (Excel / Google Sheets)
• Experience supporting product changes, process improvements, or vendor interactions
• Strong documentation and communication skills
• Relevant qualification or coursework in Business, CX, UX, Analytics, or related field

Posted on 02 Apr 11:13, Closing date 1 Jun