Customer Experience Analyst - Business Intelligence, MariBank

What you'll do

A 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 products
• Monitoring customer sentiments from app store reviews, social media, surveys, and support channels
• Benchmarking competitor platforms, market trends, and best practices in CX and FinTech
• Building and maintaining customer journey funnel reports (e.g., onboarding, activation, payments, transaction drop-offs)
• Measuring retention, repeat usage, and churn across customer lifecycle stages
• Analyzing customer segments and profiles to inform product improvements and targeted initiatives
• Conduct UX reviews of app screens and provide improvement recommendations based on usability principles

Requirements

• Graduate of Bachelor's degree in Business Administration, Statistics, Marketing, Marketing Research, Design, Sociology, Psychology, or any related course
• At least 1 year in product analytics, UX research methods, and basic SQL preferably in FinTech or relevant industry
• Proficiency in both spoken and written English with the ability to communicate complex business or technical information effectively
• Systematic thinker with the ability to understand the holistic picture and complex considerations
• Good critical thinking and problem-solving skills, able to analyse and synthesise data from both quantitative and qualitative sources
• Demonstrated track record of getting things done in a fast-paced environment
• Self-starter with strong sense of curiosity