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Experience Level
Senior
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Tasks and Responsibilities
Show originalSenior Digital Channels Support and Experience Analyst
Mission
To be the guardian of the customer experience across digital channels, monitoring channel health, supporting incident management, and driving improvements that increase reliability, adoption, and customer satisfaction.
Key Responsibilities
Act as the focal point for triage, tracking, and prioritization of incidents and issues in digital channels.
Evaluate criticality and impact on customers and the business, supporting the definition of priorities and escalations.
Request, consolidate, and analyze evidence required for incident investigation and resolution.
Track critical incidents, ensuring alignment among involved teams and visibility into status, risks, and action plans.
Support communication with stakeholders during digital channel outages and degradations.
Monitor channel health indicators, identifying trends, recurrences, and opportunities for improvement.
Analyze complaints, customer feedback, and operational data to identify friction points in digital journeys.
Contribute to root cause analysis and the monitoring of corrective and preventive actions.
Prepare executive and operational reports on incidents, customer impacts, and the evolution of major channel pain points.
Partner with product, technology, operations, and customer service teams to support problem resolution and the continuous improvement of the digital experience.
Identify opportunities for channel evolution based on learnings generated by incidents, complaints, and experience metrics.
Key Competencies
-Incident Management
-Customer Experience (CX)
-Digital Channels
-Communication and Stakeholder Management
-Analytical Capability
-Problem Solving
-Impact-Based Prioritization
-Data and Metrics Analysis
-Organization and Sense of Urgency
-Collaborative Work
Success Metrics
-Time to identify and route incidents.
-Quality and agility of communications during critical incidents.
-Reduction in the recurrence of major channel pain points.
-Improvement in customer experience and satisfaction metrics.
-Availability and stability of digital channels.
-Effectiveness in tracking action plans and resolutions.
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