Data Analyst (Customer Experience Management – CXM/CEM)
White Cloak Technologies · Makati, Metro Manila, Philippines
Software Development · 201-500 employees
About the role
The Data Analyst will analyze customer journey and operational data to identify pain points and drive improvements in customer experience. They will also build dashboards, automate reporting, and partner with cross-functional teams to translate insights into actionable strategies.
What they look for
Requirements
Candidates must hold a bachelor's degree in a quantitative field and possess 2–4 years of experience in data analysis or CX analytics. Proficiency in SQL, advanced Excel, and data visualization tools like Power BI or Tableau is required.
Full description
Position: Data Analyst (Customer Experience Management – CXM)
Industry: Fintech / Digital Payments
Employment Type: Project-Based (6 Months)
Work Location: Taguig City
Work Setup: Hybrid (Morning shift, 3x onsite per week)
Kindly apply to this link for faster processing: https://www.hellojia.ai/job-openings/6978202b2745332aa4def898
Job Overview
We are looking for a Data Analyst with a strong focus on Customer Experience Management (CXM) to help drive data-driven improvements across customer journeys, service quality, and user satisfaction. This role will analyze customer, transactional, and operational data to surface insights that enhance customer experience in a fast-paced digital payments environment.
Key Responsibilities
• Analyze customer journey, service, and interaction data to identify CX pain points and improvement opportunities
• Build and maintain CX dashboards and reports (e.g., CSAT, NPS, CES, contact rates, resolution times)
• Monitor customer behavior, feedback, and support metrics to uncover trends and recurring issues
• Partner with CX, Customer Support, Product, and Operations teams to translate data insights into action
• Perform root cause analysis on customer complaints, escalations, and service failures
• Support performance tracking for CX initiatives, experiments, and process improvements
• Ensure data accuracy and consistency across CX metrics and reporting
• Automate recurring CX reports and improve analytics workflows
Qualifications
• Bachelors degree in Data Analytics, Statistics, Mathematics, Computer Science, Information Systems, or related field
• 2–4 years of experience in data analysis, business intelligence, or CX analytics roles
• Strong analytical and problem-solving skills with attention to detail
• Proficiency in SQL for querying large datasets
• Advanced Excel skills (pivot tables, formulas, data analysis)
• Experience with data visualization tools such as Power BI, Tableau, or similar
• Ability to clearly communicate insights to both technical and non-technical stakeholders
Preferred Skills
• Experience in Customer Experience Management, customer analytics, or service analytics
• Exposure to fintech, banking, e-wallets, or high-volume digital platforms
• Familiarity with voice, chat, email, or in-app support data
• Basic knowledge of Python or analytics tools is a plus
• Strong stakeholder management and storytelling skills
Kindly apply to this link for faster processing: https://www.hellojia.ai/job-openings/6978202b2745332aa4def898
