Customer Experience (CX) Analyst

Descripción del puesto:

Company Description:

Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch.

Job Description:

We are looking for a Customer Experience (CX) Analyst who is responsible for examining every touchpoint of the customer journey to identify pain points and opportunities for improvement. In this role you'll be responsible for bridging the gap between raw data and actionable strategy, ensuring that the voice of the customer drives business decisions.
Your Contribution to Something Big:
* Gathering feedback from various channels including post-interaction surveys, social media, market places, review sites, and direct customer complaints
* Visualizing the end-to-end customer lifecycle to identify touchpoints where the company either wins or loses customer satisfaction
* Investigating drops in touchpoint scores to find the underlying operational or technical issues
* Develop and maintain data flows using Python and APIs to retrieve, transform, and prepare data from external platforms for analysis and reporting
* Improving transparency inside the company with building reporting structure and developing projects to improve service quality
* Providing New Data Tool Solutions, organizing trainings related to Data Security, Automation and Data Visualization topics
* Data Source Responsibility of CRM systems, ERP systems and other business platforms
* Creating dashboards and reports that translate complex sentiment data into clear, executive-level summaries

Qualifications:

* Bachelor's degree in Engineering, Statistics, Mathematics, Business Administration, Economics, or a related field
* Strong experience in data analytics, reporting, dashboard development, and process automation
* Advanced knowledge of Power BI, SQL, and Excel
* Hands-on experience with Azure Databricks and modern data environments for data preparation, transformation, and reporting
* Experience with Python and/or R for analytics, automation, and process improvement
* Hands-on experience in using Python and APIs to extract, integrate, and transform data from external platforms, cloud-based environments, and business system
* Experience working with CRM systems, ERP systems, and other business data platforms
* Strong understanding of data modeling, KPI tracking, reporting architecture, and business performance analysis
* Experience in project management, digital tool ownership, or cross-functional coordination
* Strong knowledge of data quality, process improvement, and automation opportunities
* Ability to translate business requirements into analytical and technical solutions
* Strong analytical thinking, problem-solving, and stakeholder management skills
* Excellent communication skills and the ability to work effectively in a cross-functional environment
* Fluency in English