Customer Experience Analyst

About NiCE

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious, game changers, and we play to win. We set the highest standards and execute beyond them. If you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud, and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer.

The Role: Customer Experience Analyst

NiCE is seeking a Customer Experience Analyst to join our dynamic global Customer Experience team, the driving force behind initiatives that shape how customers interact with our brand worldwide. In this role, you will turn customer feedback and data into actionable insights that influence strategic decisions and improve experiences across all touchpoints. You’ll collaborate with global stakeholders, streamline processes, and leverage analytics to drive measurable improvements in customer satisfaction.

The primary purpose of this role is to ensure that major corporate initiatives are organized, structured, defined, and delivered within specified time frames. The position requires interfacing with multiple departments, creating, and/or translating business requirements into the technical specifications necessary for development resources to scope and deliver for any system or functional delivery. This position plays a key role in organization, tracking, and reporting defined project measurements.

How You Will Make an Impact

• Lead end-to-end operations of surveys across multiple customer touchpoints, ensuring accuracy and timely execution.
• Analyze customer feedback and behavioral data to identify trends and provide actionable recommendations.
• Create as-is process maps, identify gaps, and drive automation and simplification initiatives.
• Partner with stakeholders to design and implement improved workflows that enhance customer experience.
• Document requirements, process flows, and user stories for CX-related IT projects.
• Collaborate with global teams to ensure timely delivery of initiatives.

What You'll Bring

• Bachelor's degree in Business Management, Analytics, Information Systems, or a related field (or equivalent experience).
• 3+ years in business analysis, project management, or customer experience.
• Preferred experience with VoC programs and CX metrics (NPS, CSAT).
• Experience with survey tools, BI Development tools (Power BI or similar), data analysis, advanced Excel, and process automation.
• Strong ability to interpret data and translate into actionable insights.
• Ability to work with and interpret technical information for non-technical individuals.
• Ability to manage multiple projects at one time and meet deadlines.
• A proactive, problem-solving approach and a passion for improving customer experiences.
• Ability to influence without authority.
• Excellent written and verbal communication skills; ability to work with global stakeholders.

What's in it for You?

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Work Arrangement: NiCE-FLEX Hybrid Model

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Key skills/competency

• Customer Experience (CX)
• Data Analysis
• Business Analysis
• Project Management
• Process Automation
• Survey Operations
• Stakeholder Collaboration
• Voice of Customer (VoC)
• BI Development Tools (e.g., Power BI)
• Process Mapping