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Introduction

We are seeking a highly analytical and customer-focused Overall Satisfaction (OSAT) Analyst to drive customer experience improvements by managing and optimizing our OSAT programs. This role will be responsible for collecting, analyzing, and interpreting customer feedback to identify trends, uncover root causes of satisfaction or dissatisfaction, and work cross-functionally to enhance customer loyalty and advocacy. The ideal candidate will have strong data analysis skills, experience with customer feedback mechanisms, and a passion for improving customer experiences.

Your role and responsibilities

Survey Design & Execution:

• Develop, implement, and manage OSAT surveys to assess customer sentiment.

• Ensure survey methodology follows best practices for accuracy and response rate optimization.

• Monitor and refine survey strategies to enhance engagement and data quality.

Data Analysis & Insights:

• Analyze OSAT data to identify trends, pain points, and areas of opportunity.

• Segment customer feedback based on demographics, behavior, product usage, and other relevant factors.

• Provide actionable insights and data-driven recommendations to improve customer experience.

Reporting & Communication:

• Create and present OSAT reports, dashboards, and summaries to senior leadership and key stakeholders.

• Translate customer insights into strategic recommendations for product, service, and operational improvements.

• Communicate key findings to relevant departments, including customer service, marketing, and product teams.

Customer Feedback Loop Management:

• Implement processes to follow up with detractors, passives, and promoters, ensuring continuous engagement.

• Collaborate with customer service teams to address negative feedback and enhance issue resolution strategies.

• Develop initiatives to turn passive customers into promoters and reinforce loyalty among existing promoters.

Customer Experience Improvement Initiatives:

• Work cross-functionally with marketing, product, sales, and customer support teams to enhance customer journeys.

• Support the development of programs that drive customer retention, satisfaction, and advocacy.

• Monitor the impact of customer experience initiatives and adjust strategies accordingly.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• Education: Bachelor’s degree in Business, Marketing, Data Analytics, Statistics, or a related field.

• Experience: 2+ years of experience in customer experience, data analysis, or related roles.

• Strong analytical skills with the ability to interpret complex data sets.

• Proficiency in survey tools (e.g., Qualtrics, Medallia, SurveyMonkey) and CRM platforms (e.g., Salesforce, HubSpot).

• Excellent communication and presentation skills to translate insights into action.

• Understanding of customer experience principles, retention strategies, and customer journey mapping.

• Ability to work independently and collaboratively across multiple departments.

Preferred technical and professional experience

• Experience in customer insights, voice of the customer (VoC) programs, or market research.

• Familiarity with data visualization tools like Tableau, Power BI, or Google Data Studio.

• Knowledge of statistical analysis and A/B testing methodologies