Customer Experience Analyst
Apply for this position →About Us:
Customer Experience Analyst – REMOTE
PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are seeking a Customer Experience Analyst with fluent French or German language skills to optimize our clients’ traditional and generative IVR operations through in-depth data analysis. Using analytic discovery and evaluation, our Customer Experience Analysts champion the customer experience and provide clients with recommendations to reduce customer effort, offer effective self-solve options, streamline processes and reduce agent handling time. We are looking for a bright, enthusiastic, and motivated professional ready to collaborate with our team.
Key Responsibilities
Call Testing and Assurance: Evaluate the readiness of traditional IVR and generative AI agent systems by initiating simulated test calls and providing actionable feedback.
Call Annotation: Perform detailed annotations to understand customer intents, evaluate AI comprehension, optimize self-service flows, and assess agent handling.
Analysis and Data Optimization: Analyze large datasets and conversational call flows to uncover trends, identify pain points and drive overall customer experience enhancements.
Reporting and Presentations: Translate data into clear, actionable insights and deliver compelling, data-driven presentations to stakeholders and executive teams.
Platform Management: Configure and maintain a 3rd party analytics tool to extract insights, monitor daily KPI dashboards, and proactively alert clients to unexpected metric fluctuations.
Cross-Functional Collaboration: Partner with Project Managers, Team Leads, and Professional Services to strategize and solve complex customer journey issues.
Requirements
Written and spoken fluency in French or German
Strong analytical and problem-solving abilities
Expertise in summarizing, analyzing and pulling trends from complex datasets in Microsoft Excel, Google Sheets, Numbers or similar software
Familiarity with basic Excel formulas and the use of pivot tables
Excellent verbal and written communication skills
Proficiency with building presentations in PowerPoint or Keynote
Experience with delivering strong, focused presentations via phone, video or in person
Strong attention to detail
Ability to thrive and collaborate effectively in a fast-paced, remote team environment
Desired Experience
Working in or collaborating with a contact center environment
Understanding of user interface or conversational design concepts
Familiarity with conversational AI, particularly in evaluating or optimizing chatbots and virtual assistants
Customer Experience Analyst
About Us:
Customer Experience Analyst – REMOTE
PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are seeking a Customer Experience Analyst with fluent French or German language skills to optimize our clients’ traditional and generative IVR operations through in-depth data analysis. Using analytic discovery and evaluation, our Customer Experience Analysts champion the customer experience and provide clients with recommendations to reduce customer effort, offer effective self-solve options, streamline processes and reduce agent handling time. We are looking for a bright, enthusiastic, and motivated professional ready to collaborate with our team.
Key Responsibilities
Call Testing and Assurance: Evaluate the readiness of traditional IVR and generative AI agent systems by initiating simulated test calls and providing actionable feedback.
Call Annotation: Perform detailed annotations to understand customer intents, evaluate AI comprehension, optimize self-service flows, and assess agent handling.
Analysis and Data Optimization: Analyze large datasets and conversational call flows to uncover trends, identify pain points and drive overall customer experience enhancements.
Reporting and Presentations: Translate data into clear, actionable insights and deliver compelling, data-driven presentations to stakeholders and executive teams.
Platform Management: Configure and maintain a 3rd party analytics tool to extract insights, monitor daily KPI dashboards, and proactively alert clients to unexpected metric fluctuations.
Cross-Functional Collaboration: Partner with Project Managers, Team Leads, and Professional Services to strategize and solve complex customer journey issues.
Requirements
Written and spoken fluency in French or German
Strong analytical and problem-solving abilities
Expertise in summarizing, analyzing and pulling trends from complex datasets in Microsoft Excel, Google Sheets, Numbers or similar software
Familiarity with basic Excel formulas and the use of pivot tables
Excellent verbal and written communication skills
Proficiency with building presentations in PowerPoint or Keynote
Experience with delivering strong, focused presentations via phone, video or in person
Strong attention to detail
Ability to thrive and collaborate effectively in a fast-paced, remote team environment
Desired Experience
Working in or collaborating with a contact center environment
Understanding of user interface or conversational design concepts
Familiarity with conversational AI, particularly in evaluating or optimizing chatbots and virtual assistants