Customer Experience Analyst

2 weeks ago

Makati City, National Capital Region, Philippines CEMEX Philippines Full time

Email

Responsible for providing insights from customer & employee feedback, analysis of metrics, dashboards to support the design and implementation of process improvement opportunities that will enable the Company's transformational journey towards improving customer experience. The person will facilitate the coordination of projects with cross-functional teams as well as monitor and report its impact to operational and customer metrics. The Customer Experience Analyst will be collaborating with Supply Chain, Business Service Organization, Marketing, Commercial, Marketing, Human Resources and Plant Operations and the Department's counterparts in the Global Network.

Roles and Responsibilities

CustomerInsight

Provide and present recommendations that drive action through effective feedback and analysis of data using the appropriate data analysis tools and techniques.

Customer Experience Management

Collect operational metrics about each experience (e.g., number of interactions, errors encountered, complaints) that provide context for and drives customer perceptions. Analyze and develop customer experience metrics to determine customer loyalty and any differences in experience quality among key customer segments, tasks, or aspects of the experience.

Customer Centric Culture

The importance and impact of customer experience to employees, customers, and other stakeholders (e.g., shareholders, partners). Collect and share real life stories of customer experience best practices across the employee base. Provide regular training in collaboration with Human Resources, to help new and existing employees build and maintain the skills they need to enable them to deliver their part of the organization's customer experience strategy.

Project Management

Monitor, manage, and enable the implementation and execution of customer-focused improvement projects

Help in the definition/validation of support tools designed/developed. Develops and documents new business processes in coordination with the Operating Units.

Qualifications

  • Graduate of any course, Industrial Engineering is a plus
  • With knowledge in project management and continuous improvement
  • Familiarity with Excel, SAP and Power BI is a plus
  • 2 to 3 years of experience is required
  • Willing to be trained
  • Can start ASAP

Company Overview

CEMEX is a leading vertically integrated heavy building materials company focused on four core businesses—Cement, Ready-Mix Concrete, Aggregates, and Urbanization Solutions. We are strategically positioned across the Americas, the Caribbean, Europe, Africa, the Middle East and Asia. We have existing trade relationships in 96 nations and one of the world's top traders of cement and clinker.

In the Philippines, CEMEX began operations in the Philippines in 1997 and grew to become one of the leading cement producers in the Philippines. Our cement manufacturing subsidiaries, Solid Cement in Antipolo City, Rizal and APO Cement in the City of Naga, Cebu, have been operating in the Philippines for multiple decades.

At CEMEX, we believe that good ideas come from many places. We know that the diversity of our workforce enriches our whole company. We're constantly looking for talented people who are committed to continuous improvement and who are passionate about finding sustainable and innovative solutions to any challenge, big or small. That's why we bring together so many different skills and backgrounds to achieve our common goal of building a better future, because we recognize that our people are our best advantage. We value diversity and inclusion. All applicants will be evaluated fairly without regard to their race, sexual orientation, religion, national origin, gender identity, culture, and disability.

Our Values

At CEMEX, we know that keeping our operations safe, reliable, and efficient is essential to our success. We constantly work to improve our processes, striving for excellence in everything we do and always meeting the highest ethical standards. Our business operations are driven by our Code of Ethics and Business Conduct, the guiding principles that outline our commitment to safety, ethical stakeholder relations and our 5 core values: (1) ensure safety, (2) focus on customers, (3) acting with integrity, (4) working as one CEMEX, (5) fostering innovation and (6) embracing diversity.

Our Recruitment Process

Step 1: Submission of resume (through LinkedIn, JobStreet, Careers Page, or Email: )

Step 2: Review of application

Step 3: Screening (initial interview – hiring manager interview – cognitive/technical assessment – department head interview)

Step 4: Hiring & Onboarding

Ready to make DIFFERENCE? APPLY NOW

Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Customer Service, Strategy/Planning, Project Management
  • Industries Building Materials
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National Capital Region, Philippines 1 linggo nakalipas

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