Research & Experience Analyst
Summary
the pitchJoin Quadient, a company dedicated to supporting businesses in their digital transformation and growth journey. As a Research & Experience Analyst, you will play a crucial role in customer research and analysis, customer experience management, monitoring KPIs, and project management. You will have the opportunity to work in a flexible hybrid work model, access global learning opportunities, and be part of an inclusive community.
Role
posted by companyCompany Description
At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.
Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.
It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.
Job Description
Your role in our future:
- Customer Research & Analysis
- Design and manage quantitative and qualitative studies: from drafting questions to producing and presenting insights
- Analyze customer data (satisfaction surveys, ad hoc surveys, CRM, verbatim comments, digital data…)
- Generate actionable insights for internal teams
- Share insights with appropriate content and format depending on the audience (written and oral presentations)
- Customer Experience Management
- Mapping customer journeys
- Identify pain points and opportunities for improvement
- Co-develop action plans with different internal stakeholders
- Monitoring KPIs
- Defining and tracking key metrics (CSAT, CES, etc.)
- Implement dashboards and regular reporting
- Measure the impact of improvement initiatives
- Project management
- Coordinate projects related to the customer experience
- Collaborate with marketing, digital, customer service, and IT teams
- Manage external service providers (market research firms, CX consultancies, etc.)
Key responsibilities
- Conducting customer research and analysis, including designing and managing quantitative and qualitative studies.
- Mapping customer journeys, identifying pain points, and co-developing action plans with internal stakeholders.
- Defining and tracking key metrics related to customer experience, implementing dashboards, and measuring the impact of improvement initiatives.