Customer Experience (CX) Analyst

About the role

As a Customer Experience (CX) Analyst at Bosch Group, you will examine every touchpoint of the customer journey to uncover pain points and growth opportunities. You will turn raw data into actionable insights, ensuring the voice of the customer influences business decisions.

Key responsibilities

• Collect feedback from surveys, social media, review sites, marketplaces and direct complaints.
• Visualise the end‑to‑end customer lifecycle to identify winning and losing touchpoints.
• Investigate drops in touchpoint scores and diagnose operational or technical causes.
• Develop and maintain data pipelines using Python and APIs to retrieve, transform and prepare data from external platforms.
• Build reporting structures and lead projects that improve service quality and transparency.
• Provide new data‑tool solutions and conduct trainings on data security, automation and visualisation.
• Own data sources from CRM, ERP and other business platforms.
• Create dashboards and executive‑level reports that translate complex sentiment data into clear summaries.

Required profile

• Bachelor’s degree in Engineering, Statistics, Mathematics, Business Administration, Economics or a related field.
• Strong experience in data analytics, reporting, dashboard development and process automation.
• Advanced knowledge of Power BI, SQL and Excel.
• Hands‑on experience with Azure Databricks and modern data environments.
• Proficiency in Python and/or R for analytics and automation.
• Experience extracting and transforming data via APIs and working with CRM and ERP systems.
• Solid understanding of data modelling, KPI tracking and business performance analysis.
• Project‑management or cross‑functional coordination experience.
• Excellent analytical, problem‑solving and stakeholder‑management skills.

Required skills

• Python
• APIs
• Power BI
• SQL
• Excel
• Azure Databricks
• R
• CRM systems
• ERP systems