Alpha Mead Group is a Total Real Estate Solutions Company established to provide robust business support services to local and international Real Estate investors or owners with interests in Facilities Management, Real Estate Development and Advisory, Security Systems and Technologies, Training, Healthcare Management and Real Estate Financing Services.

Role Summary

We are currently looking to hire a highly analytical and customer-focused professional to join our team as a Customer Experience Analyst. S/he will be pivotal in analyzing customer data, feedback, and interactions to identify opportunities for improving the overall customer experience. This position requires a keen understanding of customer behavior, strong analytical skills, and the ability to collaborate cross-functionally to drive positive changes.

Responsibilities

(a) Data Analysis

• Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
• Utilize data analytics tools to extract meaningful insights for set data

(b) Feedback Collection and Analysis

• Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
• Analyze feedback to understand customer sentiments, preferences, and pain points.

(c) Customer Journey Mapping

• Create and maintain visual representations of the customer journey, including touchpoints and interactions.
• Identify opportunities for improvement in the customer journey.

(d) Root Cause Analysis

• Investigate and identify the root causes of customer issues or dissatisfaction.
• Collaborate with relevant teams to address and resolve underlying problems.

(e) Performance Metrics

• Establish and monitor key performance indicators (KPIs) related to customer experience.
• Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.

(f) Cross-Functional Collaboration

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
• Communicate customer insights and advocate for customer-centric practices.

• First degree in any discipline from a reputable institution
• Minimum of two years of experience as a Customer Experience Analyst in a corporate environment
• Experience working in a real estate environment
• Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
• Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate 
• Ideal candidate must possess an Analytical Mindset:
• Knowledge of CRM tools is required

• Ability to work independently and in a team-oriented environment
• Can work independently, especially in handling business challenges.
• Outstanding organizational and time-management skills
• Strong organizational and time-management skills
• Strong problem-solving skills and ability to identify areas of improvement