About Us

Savannah Informatics is a leading provider of innovative IT solutions, dedicated to empowering businesses through technology. We are committed to delivering exceptional service and fostering a culture of continuous improvement.

Role Overview

We are seeking a highly motivated and analytical Customer Experience Analyst to join our dynamic team. The ideal candidate will be passionate about understanding and improving customer interactions, leveraging data to drive actionable insights, and contributing to the overall success of our customer support initiatives.

Responsibilities

• Analyze customer feedback, support tickets, and interaction data to identify trends, pain points, and areas for improvement.
• Develop and maintain customer journey maps to visualize and understand customer interactions across all touchpoints.
• Collaborate with cross-functional teams (e.g., Product, Sales, Support) to implement customer experience enhancements.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on performance.
• Identify opportunities for process optimization and automation to improve customer satisfaction and operational efficiency.
• Contribute to the development of customer support strategies and best practices.
• Stay up-to-date with industry trends and best practices in customer experience management.

Qualifications

Education

• Bachelor’s degree in Business Administration, Marketing, Communications, Economics, Information Technology, or a related field.

Technical Knowledge

• Basic technical understanding of software systems and the ability to troubleshoot common system issues.
• Experience working with healthcare systems or digital health platforms is an added advantage.

Experience & Skills

• Excellent verbal and written communication skills with a professional telephone manner.
• Strong customer service orientation with a genuine passion for helping customers.
• Experience handling inbound and outbound customer calls in a customer support, contact centre, service desk, or customer success environment is an added advantage.
• Strong problem-solving and analytical skills with the ability to identify issues and recommend effective solutions.
• Excellent organizational and time management skills, with the ability to manage multiple customer cases simultaneously.
• Ability to remain calm and professional while handling challenging customer situations.
• High attention to detail and accuracy in documenting customer interactions.
• Proficiency in using customer support or CRM systems is an added advantage.
• Ability to work collaboratively with cross-functional teams in a fast-paced environment.
• Willingness to learn new technologies and continuously improve technical knowledge

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a leading IT solutions provider.
• A collaborative and supportive work environment.
• Opportunities for professional development and growth.

• Analyze customer feedback, support tickets, and interaction data to identify trends, pain points, and areas for improvement.
• Develop and maintain customer journey maps to visualize and understand customer interactions across all touchpoints.
• Collaborate with cross-functional teams (e.g., Product, Sales, Support) to implement customer experience enhancements.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on performance.
• Identify opportunities for process optimization and automation to improve customer satisfaction and operational efficiency.
• Contribute to the development of customer support strategies and best practices.
• Stay up-to-date with industry trends and best practices in customer experience management.

• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, BI tools).
• Excellent communication, interpersonal, and presentation skills.
• Ability to work independently and as part of a team.
• Knowledge of CRM systems and customer feedback platforms is a plus.

• Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field.
• Proven experience in customer experience analysis, customer support, or a related role.