CX Analytics and Research Specialist

About the role

We’re looking for a Customer Experience Analytics and Research Specialist to join our CX CoE team at Bir Ecosystem and turn customer data into actionable insights. You will analyze feedback, journey data, and behavioral metrics to uncover improvement opportunities that drive loyalty, satisfaction, and business growth.

Key responsibilities

• Analyze quantitative and qualitative data from surveys, call reasons, and digital analytics to identify trends affecting NPS, CSAT, and churn.
• Maintain CX dashboards and conduct journey‑level analytics across onboarding, service, and retention touchpoints.
• Translate complex data into business‑oriented recommendations for CX, Product, and Operations teams.
• Perform segmentation and cohort analysis to understand experience differences across customer behavior types or value tiers.
• Design and maintain CX metrics frameworks linking experience indicators to financial outcomes such as revenue, retention, and cost‑to‑serve.

Required profile

• Bachelor’s degree in Business, Statistics, Economics, Marketing Analytics or related field (Master’s preferred).
• 2‑3 years of experience in customer experience research, business analytics, marketing research, or data analysis.
• Strong analytical mindset with excellent data storytelling and communication skills.
• Collaborative team player with high attention to detail and ownership of data quality.

Required skills

• Power BI and Tableau
• Excel and SQL
• Python or R for data manipulation and analysis
• Experience with survey platforms (QuestionPro, Qualtrics, SurveyMonkey)
• Understanding of CX metrics (NPS, CSAT, CES, churn, retention, LTV)