Business Analyst (CX) in NOVA GLOBAL

Пряме повідомлення учасника, який розмістив вакансію, з NOVA GLOBAL Inna Sakhno Inna Sakhno Head of personnel development Hi there!The professional team of the Global Sellers Division at Nova Global is looking for a Business Analyst (CX) to join us!Nova Global is a leader in international delivery and logistics, providing innovative solutions for global sellers. We create customer journeys that make shipping and service easy and convenient for our partners worldwide.Due to the active development of our Customer Experience division, we are looking for a professional to join our team for the following tasks:Analyzing customer behavior and identifying ways to improve interactions with the company's servicesImplementing solutions to enhance customer satisfaction and optimize processesCollaborating with cross-functional teams to achieve ambitious goalsRequired expertise:Education: Higher education in business analysis, marketing, sociology, psychology, or related disciplinesExperience: Minimum 2-3 years as a business analyst or customer experience analyst, preferably in logistics or e-commerceAnalytical skills: Ability to analyze large datasets, research customer behavior trends, and draw conclusions based on dataTechnical proficiency: Familiarity with customer data analysis tools (Google Analytics, Power BI, Tableau) and CRM systemsUnderstanding of CX metrics: Knowledge and experience working with NPS, CSAT, CES, and other customer satisfaction indicatorsCommunication skills: Ability to work with different teams and present analytical conclusions in a clear and understandable mannerProactiveness: Willingness to initiate projects to improve the customer experience independentlyLanguage proficiency: Fluency in Ukrainian and EnglishCustomer orientation: Understanding customer psychology and considering their needs in decision-making processesUX/UI knowledge: Understanding basic principles of user interface design and user interaction would be an advantageAdaptability and learning: Ability to quickly adapt to new conditions, learn independently, and solve complex tasks while working in a team and aiming for resultsStress toleranceResponsibilities:Customer Journey Analysis: Study all touchpoints of customer interaction with the company, identify bottlenecks and problem areas, and define key customer requirementsCustomer Satisfaction Evaluation: Use surveys, feedback tools, and data analysis to determine customer satisfaction levels and key performance indicators (NPS, CSAT)Developing Recommendations: Prepare suggestions for improving customer experience based on data analysis and customer behavior research for both existing and new productsCreating detailed requirements: Write API specifications considering current IT technologies, interface requirements, and system interaction logic. Formalize technical requirements as User Stories, Use CasesCollaboration with departments: Work closely with marketing, sales, support, and product development teams to implement strategies that improve customer experienceMonitoring changes: Track the impact of implemented changes on customer experience and adjust strategies if necessaryCustomer behavior modeling: Analyze different customer segments to understand their needs, expectations, and reactions to company offersCompetitor analysis: Assess competitors' solutions to improve the company's customer experience offeringsAutomation of solutions: Assist in developing and implementing technologies for automating feedback collection and analyticsWhy work with us?Collaboration in a global companyOfficial employment and adherence to all guaranteesTransparent cooperation conditions and a collaborative atmosphereOpportunities for career and professional growthThe ability to live and work from anywhere in the worldMedical insurancePaid professional training, including English coursesSo, join our Dream Team to achieve ambitious goals, develop and implement new technologies, optimize processes, improve customer experience, and win the trust and loyalty of clients worldwide! Show more Show less Посадовий рівень Старший середній рівень Тип зайнятості Повний робочий день Посадові обов’язки Дослідження, Аналітик і Інформаційні технології Галузі Транспорт, логістика, ланцюг постачання та зберігання