Customer Experience Analyst / Client Insights Specialist

Location: Remote or Office-Based (Night Shift: 6 PM – 3 AM)Salary: PKR 60,000 – 130,000 (depending on experience)About the RoleWe’re looking for a detail-oriented Customer Experience Analyst (or Customer Insights Specialist) who can evaluate and enhance the overall client experience. You’ll be responsible for understanding customer journeys, identifying friction points, and recommending actionable improvements across our processes and touchpoints.This role is ideal for someone who loves analyzing customer behavior, translating data into insights, and collaborating with cross-functional teams to improve satisfaction and retention.Key ResponsibilitiesEvaluate end-to-end customer journeys to identify pain points and improvement areas.Gather and interpret customer feedback, surveys, and NPS/CSAT data.Conduct qualitative and quantitative research to identify customer needs and expectations.Partner with internal teams to design and implement customer experience improvements.Create reports and dashboards highlighting key trends, issues, and performance metrics.Support strategic initiatives aimed at increasing customer loyalty and brand perception.Preferred ExperienceProven fluency in English — both written and spoken (essential for communicating with international clients).2+ years of experience in Customer Experience (CX), Customer Insights, or Service Design.Background in data analysis, user research, or customer feedback management.Familiarity with CX tools (e.g., Qualtrics, SurveyMonkey, Zendesk, HubSpot, Google Analytics).Strong analytical and communication skills.Previous experience in night shift (US-based clients) is a plus.Bonus Titles You May FitDepending on your expertise, you might align with one of these focuses:Customer Experience (CX) Analyst – focuses on journey mapping and friction analysis.Customer Insights Specialist – extracts actionable insights from data and surveys.UX Researcher (Customer-Facing Focus) – studies digital interactions and usability.Customer Success Manager (Analytics Focus) – connects data to business outcomes.Service Design Specialist – optimizes service delivery from a client perspective.Client Experience Manager – oversees experience improvements and implementation.Why Join UsCompetitive pay based on experience (PKR 60k–130k).Work remotely or from our office.Opportunity to influence how customers experience our brand.Collaborative team culture with growth potential.To Apply: Send your CV, portfolio, or any relevant case studies showing your experience in customer insights or CX analysis.