Business Analyst - Insights (CX)

The Business Analyst for the Customer Experience (CX) Team plays a pivotal role in analyzing social media reports produced for Lucidya clients, turning insights into actionable recommendations to improve sentiment and overall customer satisfaction. This position involves working closely with the CX leadership, social media, and media monitoring teams to identify opportunities for enhancing customer sentiment and aligning customer-focused initiatives with business goals. The ideal candidate will have a strong background in data analysis and be proficient in using business intelligence tools.

Key Responsibilities:

• Analyze social media reports to uncover trends, sentiments, and areas of opportunity, transforming data insights into actionable recommendations for improving customer sentiment.
• Collaborate with social media and media monitoring teams to ensure client reports are comprehensive and provide meaningful insights into customer sentiment.
• Work with CX leaders and stakeholders to document business needs and create detailed action plans based on social media insights.
• Recommend improvements to optimize the customer experience based on social media trends and sentiment analysis.
• Develop and maintain dashboards and reports to track key metrics related to customer sentiment and social media performance.
• Act as a liaison between the CX team, social media analysts, and other business units, ensuring clear communication of goals, progress, and insights.
• Regularly assess the impact of recommended actions on customer sentiment and propose further optimizations.
• Support CX strategy development by aligning business objectives with social media insights and customer needs.
• Stay updated on social media trends and best practices to ensure continuous improvement in sentiment analysis and reporting.

Required Qualifications:

• Bachelor’s degree in Business, Information Technology, Marketing, or a related field.
• Proven experience as a Business Analyst, preferably within a social media, customer experience (CX), or data-focused environment.
• Strong analytical skills, with the ability to interpret social media data and derive actionable solutions.
• Proficiency with business intelligence and data analysis tools (e.g., Tableau, Power BI, Excel).
• Familiarity with social media platforms and sentiment analysis techniques.
• Excellent communication and interpersonal skills to work with stakeholders across various teams.
• Experience with customer sentiment metrics and how to track and improve them.

Preferred Qualifications:

• Experience in a customer centric focused team within a technology or digital marketing environment.
• Understanding of customer engagement strategies and sentiment analysis best practices.
• Knowledge of Agile methodologies and working in cross-functional teams.
• Certification in Business Analysis (e.g., CBAP, CCBA) or social media analysis.
• Familiarity with CRM systems and customer support platforms.

Key Competencies:

• Customer-centric mindset with a focus on improving customer sentiment and satisfaction.
• Excellent problem-solving skills with a data-driven approach to decision-making.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Adaptability to changing business requirements and social media trends.
• Ability to collaborate effectively in a fast-paced, cross-functional environment.