Customer Experience Analyst

We are seeking a Customer Experience (CX) Analyst to lead Voice of the Customer (VoC) initiatives and drive customer insight programs across our Cloud and Software organization. This role is ideal for a strategic thinker with expertise in building VoC programs, measuring customer sentiment, designing surveys and insight analysis. As a CX Analyst you will work cross-functionally with product, marketing, sales, and customer success teams to champion the customer voice and influence roadmap decisions.

Key Responsibilities:

• Develop and Manage VoC Programs
• Design and execute comprehensive Voice of the Customer (VoC) programs to collect and analyze feedback from multiple sources, including surveys, reviews, customer support interactions, and advisory councils.
• Establish structured processes for capturing and escalating customer insights across the organization.

• Customer Sentiment Methodologies & Analysis
• Utilize sentiment analysis tools and methodologies (e.g., NPS, CSAT, CES, text analytics) to measure and interpret customer satisfaction and identify key trends.
• Monitor CX metrics, identify pain points, and recommend strategic improvements to enhance the end-to-end customer experience.
• Survey Design & Execution
• Develop, refine, and execute customer surveys using best practices in survey design, sampling strategies, and statistical analysis to ensure data accuracy and relevance.
• Collaborate with stakeholders to define research objectives and align surveys with business goals.
• Insight Generation & Stakeholder Communication
• Analyze customer feedback data and generate actionable insights that drive business decisions.
• Present findings to cross-functional teams, including product management, marketing, and customer support, ensuring VoC insights inform product roadmaps and CX initiatives.
• Create dashboards, reports, and presentations that effectively communicate key customer insights.
• CX Advocacy & Continuous Improvement
• Act as a CX culture champion, embedding VoC insights into company processes and decision-making.
• Partner with internal teams to implement CX enhancements that drive customer retention and satisfaction.
• Identify opportunities for continuous improvement by staying up to date with industry best practices and emerging trends in customer experience management.
• Data Analysis & Reporting
• Use quantitative and qualitative data analysis methods to extract insights from large datasets, including customer surveys, user feedback, transactional data, and web analytics, specifically related to cloud and software products.
• Dashboard Creation- Develop and maintain dashboards and reports that monitor customer experience metrics, trends, and KPIs related to cloud services and software offerings.
• Market Research:
• Conduct regular market research and competitive analysis to inform product development, customer engagement strategies, and go-to-market strategies within the cloud and software space.
• Identify and define customer segments based on behavior, demographics, and other attributes, providing a deep understanding of our customer base in the Cloud and Software market.

Qualifications & Experience

• Bachelor's degree in Business, Marketing, Data Science, Statistics, Communications, IT or related field.
• 6+ years of experience in Customer Experience, VoC programs, Customer Insights, or related fields.
• Strong knowledge of VoC methodologies, survey tools (e.g., Qualtrics, Medallia), and sentiment analysis techniques.
• Experience with customer journey mapping and segmentation techniques.
• Proficiency in data analysis tools (Excel, Power BI, Tableau, or similar) and ability to translate data into actionable insights.
• Experience working cross-functionally to influence product and CX strategies based on customer feedback.
• Excellent communication and storytelling skills, with the ability to translate and present complex data and insights to stakeholders at all levels.
• Passion for customer experience and a data-driven approach to decision-making.

Preferred Qualifications:

• MBA is a bonus
• Experience with customer experience platforms (e.g., Qualtrics, Medallia) and CRM tools (e.g., Salesforce).
• Familiarity with cloud computing, SaaS products, or software development life cycles.
• Familiarity with Software Development tools such as Jira, Confluence
• Familiarity with Analytics software such as Power BI, Tableau, Adobe analytics
• Familiarity with predictive analytics, machine learning, or AI-driven analytics.
• Experience in the tech industry or with digital products is preferred

About Lenovo's Cloud and Software Organization

Lenovo's Cloud and Software organization is at the forefront of delivering innovative, customer-centric software solutions that drive digital transformation. We are committed to understanding and enhancing the customer experience (CX) by leveraging data-driven insights to inform business decisions and improve our products and services.

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