Product Analyst, Customer Experience Design

**Job Title: Product Analyst, Customer Experience Design**

**Your impact**

As a Product Analyst - Customer Experience, you will play a key role in assisting internal teams with platform-related tasks and creating clear, efficient procedures for internal processes. You will collaborate closely with cross-functional teams to enhance the overall experience for internal customers and ensure successful platform adoption and task execution.

**What you will do**
- **Internal Voice of the Customer (VoC) and Analytics**:Manage survey platforms to collect and analyze feedback from internal customers. Create dashboards and reports that track internal success metrics, using insights to refine processes and improve internal satisfaction.
- **UX (User Experience) Improvement Initiatives**:Gather insights on the internal user experience, offering suggestions to improve the platform interface or simplify navigation processes, helping to enhance usability and satisfaction.
- **Process Optimization**:Collaborate cross-functionally to guide internal teams through the digital onboarding process for new platform features. Provide guidance on internal use cases, ensuring consistent and efficient internal adoption.
- **Internal Support and Success**:Assist with internal lifecycle activities including training, technical support, and proactive assistance to help internal teams achieve success in their tasks. Act as an advocate for internal customer needs.
- **Internal Customer Engagement**:Act as a primary point of contact for internal customer inquiries, addressing issues, requests, and concerns promptly to support internal teams’ success.
- **User Acceptance Testing (UAT)**:Assist Product Owner/Manager in the planning and execution of UAT activities.
- **Procedure Development**:Accountable for creating and maintaining clear, step-by-step procedures for using platform features from an internal perspective. Document best practices for tasks such as user creation, terminal type management, notification adjustments, and allowances. Review and support the creation of external customers documentation (videos and procedures for superior customer experience).
- **Process Automation and Documentation**:Identify opportunities to automate repetitive or time-consuming tasks, such as user creation or permission adjustments, by creating scripts or exploring automation tools. Document automated processes to ensure clarity and consistency.
- **Platform and Product Knowledge**:Maintain updated knowledge of platform features and internal use cases. Regularly review new platform updates and communicate relevant changes or procedures to internal teams.
- **Problem Solving and Process Improvement**:Help identify critical issues affecting internal customers and collaborate on developing solutions. Propose and document new procedures or workarounds as needed.
- **Ongoing Internal Training and Enablement**:Develop continuous training sessions and workshops to familiarize internal teams with new platform features and best practices, encouraging optimal use and mastery of the tools.
- **Coordination with Product Teams**:Serve as a bridge between internal users and the development team to share direct feedback on platform usage and discuss improvements and new features that could be beneficial.
- **Operational Efficiency Analysis**:Analyze internal team interactions and workflows to identify bottlenecks, suggest improvements, and report insights to team leaders to enhance operational efficiency.

**Your required experience/skills**
- Interest in developing skills in CX/UX design, process improvement, internal customer success, and digital service delivery.
- Experience or interest in data analytics, creating dashboards, and tracking KPIs to measure and improve internal team success metrics.
- Ability to collaborate with different teams to achieve shared goals and foster open communication.
- Willingness to learn and adapt processes to proactively address internal customer needs and challenges.
- Ability to create and document clear internal procedures for platform tasks.

**Your success in this role will look like**:

- Build strong relationships with internal teams by effectively addressing their inquiries and concerns.
- Support internal interactions in a professional and collaborative manner to establish trust and credibility.
- Work with senior team members to provide actionable insights and recommendations based on internal feedback.
- Display a genuine passion for product development and continuous learning, including product design, effectiveness and customer success metrics.
- Show initiative in problem-solving and seek opportunities to grow skills in the field.
- Demonstrate optimism and persistence in overcoming challenges, both individually and as a part of the team.
- Effective verbal and written communication skills.

**It would be nice if you had**:

- Exposure to Voice of the Customer initiatives and leveraging tools to gain concrete ext