Senior Customer Experience Analyst, Udemy Business

About the role

As a Senior Customer Experience Analyst at Udemy Business, you will play a pivotal role in enhancing the overall customer journey for our enterprise clients. Your insights and analyses will directly influence the development of strategies aimed at improving user satisfaction and engagement with our learning platform. You will collaborate closely with cross-functional teams to identify pain points and opportunities, ensuring that our offerings meet the evolving needs of our customers. This position is based in Mexico City, Mexico, and offers an exciting opportunity to contribute to a global leader in online education.

Key facts

What you'll do

• Analyze customer feedback and usage data to identify trends and areas for improvement in the customer experience.
• Collaborate with product, marketing, and sales teams to develop customer-centric strategies that enhance user engagement and satisfaction.
• Design and implement surveys and feedback mechanisms to gather insights from enterprise clients, ensuring their voices are heard in product development.
• Create detailed reports and presentations that communicate findings and recommendations to stakeholders at all levels of the organization.
• Monitor key performance indicators (KPIs) related to customer experience and report on progress towards strategic goals.
• Lead initiatives aimed at improving customer onboarding processes, ensuring a seamless transition for new clients.
• Conduct competitive analysis to benchmark Udemy Business against industry standards and identify best practices.
• Work closely with the customer support team to analyze support tickets and identify recurring issues that need to be addressed.
• Facilitate workshops and brainstorming sessions with internal teams to generate innovative ideas for enhancing the customer experience.
• Stay updated on industry trends and emerging technologies that could impact customer experience in the online education sector.
• Advocate for the customer within the organization, ensuring that their needs and preferences are prioritized in decision-making processes.
• Develop and maintain relationships with key stakeholders, both internally and externally, to foster collaboration and alignment on customer experience initiatives.

Requirements

• Bachelor's degree in Business, Marketing, or a related field; a Master's degree is a plus.
• A minimum of 5 years of experience in customer experience analysis or a related role, preferably within the tech or education sectors.
• Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable insights.
• Proficiency in data analysis tools such as Excel, SQL, or similar software.
• Excellent communication skills, both written and verbal, with the ability to present findings to diverse audiences.
• Experience with customer feedback tools and methodologies, including NPS, CSAT, and customer journey mapping.
• Ability to work collaboratively in a fast-paced, cross-functional environment.
• Strong problem-solving skills and a customer-centric mindset.
• Familiarity with project management tools and methodologies is advantageous.

Nice to have

• Experience in the online education or e-learning industry is highly desirable.
• Knowledge of UX/UI principles and how they relate to customer experience.
• Familiarity with CRM systems and customer support platforms.
• Multilingual abilities, particularly in Spanish and English, are a plus.
• Previous experience in a startup or high-growth company environment.

Skills & tools

• Data analysis and visualization tools (e.g., Tableau, Google Analytics)
• Customer feedback and survey tools (e.g., SurveyMonkey, Qualtrics)
• Project management software (e.g., Asana, Trello)
• CRM systems (e.g., Salesforce, HubSpot)
• Microsoft Office Suite (Excel, PowerPoint, Word)

Practical notes

• This position is based in Mexico City, Mexico, and may require occasional travel for team meetings or client engagements.
• Candidates must be eligible to work in Mexico and may need to provide documentation for work authorization.
• The role may involve flexible working hours to accommodate collaboration with international teams.

Join Udemy and be part of a dynamic team dedicated to transforming the way individuals and organizations learn. If you are passionate about customer experience and have the skills to drive meaningful change, we encourage you to apply for the Senior Customer Experience Analyst position today!