Customer Experience Analyst - Business Intelligence, MariBank

Job DescriptionA Customer Experience Analyst will be responsible for:Designing and conducting qualitative studies (e.g., usability tests, interviews, field observations, customer feedback analysis) for existing and future productsMonitoring customer sentiments from app store reviews, social media, surveys, and support channelsBenchmarking competitor platforms, market trends, and best practices in CX and FinTechBuilding and maintaining customer journey funnel reports (e.g., onboarding, activation, payments, transaction drop-offs)Measuring retention, repeat usage, and churn across customer lifecycle stagesAnalyzing customer segments and profiles to inform product improvements and targeted initiativesConduct UX reviews of app screens and provide improvement recommendations based on usability principlesRequirementsGraduate of Bachelor's degree in Business Administration, Statistics, Marketing, Marketing Research, Design, Sociology, Psychology, or any related courseAt least 3 years in product analytics, UX research methods, and basic SQL preferably in FinTech or relevant industryProficiency in both spoken and written English with the ability to communicate complex business or technical information effectivelySystematic thinker with the ability to understand the holistic picture and complex considerationsGood critical thinking and problem-solving skills, able to analyse and synthesise data from both quantitative and qualitative sourcesDemonstrated track record of getting things done in a fast-paced environmentSelf-starter with strong sense of curiosity