Sr Product Experience Analyst

Education

• Bachelor’s degree holder preferably in marketing, business administration, economics, statistics, engineering, analytics, IT or any related courses
  
  

Qualifications

• At least five (5) years working experience preferably in market research or data analytics
  
  

Duties And Responsibilities

Deliver a clear view of home broadband segment customer experience (rNPS) and quality of service over time and across all operators (PLDT and competitors) to relevant functions.

REGULAR DUTIES AND RESPONSIBILITIES: The Sr Product Experience Analyst shall perform the following duties & responsibilities under limited supervision:

• Regular Comprehensive Studies
• Formulate research design and corresponding measures with minimal supervision.
• Coordinate with external agencies in conjunction with implementation of studies, project monitoring, and submission of deliverables.
• Analyze, generate reports, and provide insights from survey results with minimal supervision
• Oversee end-to-end execution of all studies from development to reporting, ensuring timely and regular delivery of reports.
• Maintain a secure and readily accessible repository of reports and data for end-users.
• Implement a closed-loop feedback mechanism to address negative experiences gathered from surveys.
• Customer Success Standards
• Partner with cross-functional teams to define customer success metrics for CX and QOS initiatives.
• Analyze historical and global benchmarks to establish best practices for customer experience.
• Administrative
• Aid in the preparation and management of the team's annual budget.
• Assist with other administrative matters as needed.
  
  

Performs other related duties and responsibilities that may be assigned from time to time.