Customer Experience Data Analyst (Fluent in French and English)

Overview

We are seeking our new Customer Experience Data Analyst (Fluent in French and English) to join the Axway team!

We are seeking an enthusiastic Voice of the Customer (VoC) data management professional to join our global Customer Experience team whose mission is to engage and listen to customers, share insights and help teams across the company take actions.

As the CX Data Analyst reporting to the head of Customer Experience, you will leverage your experience in handling customer data. You will be responsible for assisting the VoC program by administering customer and partner surveys using the survey management platform Qualtrics, Salesforce CRM and other tools as well as managing dashboards that are available to various stakeholders while helping with analysis to share insights broadly across the organization. You will also be required to develop a broad understanding of data sets and processes and will assist with the Voice of the Customer related automation.

Our ideal candidate is a detail-oriented and proficient in advanced data management with passion for data quality and customer experience!

Responsibilities

VoC Data management

1. Master our customer data structure and architecture in CRM and various Salesforce functionality.

2. Gather customer feedback using Qualtrics, build/maintain dashboards to share with stakeholders, and create charts and graphs needed for presentations.

3. Coordinate with stakeholders to ensure accuracy of the data and complete adhoc requests.

4. Demonstrates a curiosity and drive for identifying the most efficient and accurate CX data management solutions.

5. Conduct an analysis to examine the relationship between experience data and business outcomes.

6. Works with IS/IT department to implement VoC-related projects.

Customer Experience

1. Follow up with survey respondents, conduct interviews and close the loop.

2. Help foster a customer-centric culture, where all employees are focused on delivering highly satisfying customer experiences.

3. Help share VoC insights broadly and effectively throughout the organization.

4. Assist customer experience team members in various projects as necessary.

Qualifications

· Bachelor's Degree

· 3+ years in the related field

• Excellent written, verbal communication skills in English, French a plus
• Proven results in data processing / analysis
• Ability to coordinate with stakeholders at all levels of the organization
• Expert proficiency with MS suite, particularly Excel, Salesforce and other business software
• Knowledge of Qualtrics or similar survey tools
• Self-motivated, detail oriented and organized
• Highly organized and focused on deliverables

Company Overview

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration.

We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.

Why Axway?

We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily.

Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together.

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en.

Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.

Axway is an AA and EEO employer