Business Analyst
1 week ago
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.
**Requirements**:
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.
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