Digital Customer Experience Analyst

Digital CX Analyst

Job Summary

The Digital Customer Experience Analyst plays a key role in supporting and enhancing digital platforms that serve both internal and external users. This role blends business analysis, production support, and testing responsibilities to ensure system stability, process efficiency, and an excellent customer experience. The analyst will act as a primary point of contact for issue resolution, support continuous improvement efforts, and contribute to automation initiatives aligned with business goals.

Key Responsibilities

Operations & Support

• Serve as a primary point of contact for system issues, inquiries, and digital platform support
• Manage shared inbox requests and provide timely, accurate responses
• Monitor production issues and coordinate resolution to minimize business disruption

Production Support & Testing

• Conduct break/fix testing and support system enhancements and project initiatives
• Document, track, and validate defects and enhancements using issue‑tracking tools
• Partner with technical teams to ensure solutions meet business and quality requirements

Business Analysis & Documentation

• Gather, analyze, and document business requirements, workflows, and processes
• Translate business needs into functional requirements
• Maintain user documentation, SOPs, and job aids

Governance & Continuous Improvement

• Support reporting, audit readiness, and compliance activities
• Identify opportunities for process improvement and automation
• Contribute to key performance metrics and annual objectives

Qualifications

Required

• Strong proficiency in Microsoft Excel (analysis, reporting, tracking)
• Experience in business analysis, production support, or customer experience roles
• Excellent analytical, problem‑solving, and communication skills
• Ability to manage multiple priorities in a fast‑paced environment
• Self‑motivated and comfortable working independently

Preferred

• Experience with SAP, Salesforce, or similar enterprise systems
• Hands‑on experience using Jira for testing and issue tracking
• Exposure to automation or digital transformation initiatives

Additional Requirements

• Ability to support Eastern Time business hours
• Reliable internet connection
• Bring‑Your‑Own‑Device (BYOD) laptop requirement