Associate, CX Analyst
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About the Role
Starlinks is looking for a CX Data & Performance Analyst to support the transformation of the Customer Experience function into a data-driven organization. The successful candid.
Key Skills for This Role
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Overview
Starlinks is looking for a CX Data & Performance Analyst to support the transformation of the Customer Experience function into a data-driven organization.
The successful candidate will collect, organize, analyze, and visualize customer, operational, and commercial data to provide clear visibility of business performance.
The role will support decision-making by identifying trends, risks, opportunities, service gaps, SLA performance, customer satisfaction drivers, and operational improvement areas.
Key Responsibilities Data Analysis & Reporting Collect and consolidate data from multiple systems and sources.
Validate data accuracy and maintain reporting integrity.
Prepare daily, weekly, and monthly performance reports.
Develop dashboards and visual reports using Power BI and Excel.
Present findings and recommendations to management.
Customer Experience Performance Monitor Customer Satisfaction (CSAT) performance and trends.
Track customer complaints, escalations, and resolution performance.
Analyze customer feedback and identify improvement opportunities.
Support customer retention and customer health monitoring.
Develop account performance scorecards.
SLA & Compliance Monitoring Track customer SLA performance and compliance.
Monitor operational KPIs against contractual commitments.
Identify SLA breaches and performance gaps.
Support root cause analysis and corrective action tracking.
Maintain customer performance and compliance reports.
Operational & Commercial Support Track warehouse and transportation performance indicators.
Monitor manual CX trackers and operational records.
Track overtime activities and additional charge records.
Support revenue protection by identifying missed billable activities.
Assist with customer business reviews and performance presentations.
Continuous Improvement Identify trends, risks, and opportunities through data analysis.
Support improvement projects across Customer Experience and Operations.
Recommend actions to improve service quality and customer satisfaction.
Help automate reports and reduce manual reporting activities.
Key KPIs Customer Satisfaction (CSAT) SLA Compliance Complaint Resolution Time Escalation Volume Customer Retention Customer Health Score On-Time Performance Operational Compliance Overtime Tracking Accuracy Additional Charges Tracking Accuracy Reporting Accuracy Dashboard Utilization
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