How to Become a Customer Experience Analyst [+Tools and Resources]

Embarking on a career as a customer experience analyst involves a combination of education, skills development, and practical experience.

Whether you’re just starting out or looking to transition into this role, understanding the key steps and requirements is essential.

This guide will provide you with a comprehensive overview of the path to becoming a successful customer experience analyst.

Let’s dive in!

TL;DR

• A customer experience analyst is a professional who evaluates and improves the interactions between a company and its customers, particularly in the SaaS industry, analyzing data to enhance user satisfaction and retention.
• The typical career path for a customer experience analyst includes:
  • Junior Customer Experience Analyst (entry-level, focusing on data collection and basic analysis)
  • Mid-level Customer Experience Analyst (taking on more responsibilities, including developing customer journey maps)
  • Senior Customer Experience Analyst (leading a team and driving high-level strategy)
  • Customer Experience Manager (overseeing the entire customer experience function)
  • Director of Customer Experience (leading the department and setting company-wide CX goals)
• To become a customer experience analyst, start with a bachelor’s degree in a relevant field, gain experience through internships or entry-level positions, and develop skills in data analysis, customer journey mapping, and usability testing. Certifications in customer experience or data analysis can also enhance your qualifications.
• Customer experience analysts utilize various tools to streamline their work. Some essential tools include Userpilot for user onboarding, Zendesk for customer support, Google Analytics for website analytics, and Tableau for data visualization.
• Looking into tools for customer experience analysts? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!

Product Teams Can Use Userpilot to:

• Improve Product Adoption with Insights from Analytics
• Improve User Onboarding Interactive Guidance
• Collect User Feedback with No-Code In-App Surveys

Get a Demo

• 14 Day Trial
• No Credit Card Required

What is a customer experience analyst?

A customer experience analyst is a professional who evaluates and improves the interactions between a company and its customers.

In the SaaS industry, they analyze customer data, feedback, and behaviors to enhance user satisfaction and retention, ensuring the software meets user needs and expectations.

Customer experience analyst’s main responsibilities

Customer experience analysts play a vital role in ensuring a company’s customers are satisfied and engaged.

Here are the main responsibilities and duties of a customer experience analyst, particularly in the SaaS industry:

• Collect and analyze customer feedback: Gather data from surveys, reviews, and support tickets to identify common issues and areas for improvement.
• Develop customer journey maps: Create visual representations of customer interactions with the product to highlight pain points and opportunities.
• Monitor customer experience metrics: Track key performance indicators such as NPS, CSAT, and churn rate to measure customer satisfaction.
• Collaborate with cross-functional teams: Work with product, marketing, and support teams to implement solutions based on customer insights.
• Conduct usability testing: Test new features and updates to ensure they meet customer needs and expectations.
• Provide actionable insights: Present findings and recommendations to stakeholders to drive product and service improvements.

Customer experience analyst career path

A career as a customer experience analyst offers various growth opportunities.

Here’s a typical career path detailing how you can progress in this field:

1. Junior Customer Experience Analyst: Start with entry-level positions focusing on data collection and basic analysis.
2. Mid-level Customer Experience Analyst: Take on more responsibilities, including developing customer journey maps and providing strategic recommendations.
3. Senior Customer Experience Analyst: Lead a team, manage larger projects, and drive high-level strategy for customer experience improvements.
4. Customer Experience Manager: Oversee the entire customer experience function, including strategy, implementation, and performance measurement.
5. Director of Customer Experience: Lead the customer experience department, set company-wide CX goals, and report to executive leadership.

How to become a customer experience analyst?

If you’re interested in pursuing a career as a customer experience analyst, here’s how you can get started. Focus on education, gaining relevant experience, and building essential skills.

To become a customer experience analyst, start with a bachelor’s degree in Business, Marketing, Data Science, or a related field. Gain experience through internships or entry-level positions in customer service, data analysis, or marketing. Develop skills in data analysis, customer journey mapping, and usability testing. Certifications in customer experience or data analysis can also enhance your qualifications.

What skills should a customer experience analyst have?

To excel as a customer experience analyst, certain skills are essential. Here are the key skills required for this role:

• Analytical skills: Ability to interpret customer data and identify trends and insights.
• Communication skills: Strong verbal and written communication abilities to present findings and recommendations effectively.
• Customer-centric mindset: Focus on understanding and improving the customer journey and experience.
• Technical proficiency: Knowledge of data analysis tools and software commonly used in SaaS environments (e.g., Excel, SQL, Google Analytics).
• Problem-solving: Aptitude for identifying issues and developing effective solutions to enhance customer satisfaction.

Best certifications for customer experience analysts

Certifications can validate your skills and knowledge, making you more competitive in the job market. Here are some valuable certifications for customer experience analysts:

• Certified Customer Experience Professional (CCXP): Recognized certification for CX professionals.
• HubSpot Service Hub Certification: Comprehensive training on customer service and experience.
• Zendesk Customer Service Certification: Validates expertise in using Zendesk for customer support.
• Tableau Certification: Proves proficiency in data visualization and analysis.
• Certified Customer Success Manager (CCSM): Certification for customer success management skills.

Best resources for customer experience analysts

Staying updated with the latest trends, tools, and best practices is essential for a customer experience analyst. Here is a curated list of top resources, including books, webinars, podcasts, blogs, and certifications, to help you excel in this role.

Best books for customer experience analysts

Reading books by industry experts can provide valuable insights and strategies. Here are some of the best books for customer experience analysts:

• “The Effortless Experience” by Matthew Dixon: A guide to reducing customer effort and improving loyalty.
• “Outside In” by Harley Manning: Insights on transforming customer experience from a leading research firm.
• “Measuring Customer Satisfaction and Loyalty” by Bob E. Hayes: Practical methods for gauging customer satisfaction and loyalty.
• “Customer Experience 3.0” by John A. Goodman: Strategies for delivering exceptional customer experiences in the digital age.
• “The Customer Experience Book” by Alan Pennington: A comprehensive guide to creating memorable customer experiences.

Best webinars for customer experience analysts

Webinars are an excellent way to stay informed about the latest trends and best practices in customer experience. Here are some of the top webinars to consider:

• Userpilot Webinars: In-depth sessions on user onboarding and customer success. Visit the Userpilot website for more details.
• Zendesk Webinars: Discussions on improving customer support and service.
• HubSpot Academy: Webinars on customer experience and service best practices.
• Tableau Live: Sessions on data visualization and analysis techniques.
• Churnzero Webinars: Insights on reducing churn and improving customer success.

Best blogs for customer experience analysts

Blogs provide ongoing insights, tips, and updates from industry experts. Here are some of the best blogs for customer experience analysts:

• Userpilot Blog: Articles on user onboarding, customer success, and SaaS growth. Visit Userpilot blog for more details.
• Zendesk Blog: Tips and trends in customer support and experience. Visit Zendesk blog for more details.
• HubSpot Service Blog: Insights on improving customer service and experience. Visit HubSpot Service blog for more details.
• Tableau Blog: Data visualization techniques and best practices. Visit Tableau blog for more details.
• Churnzero Blog: Strategies for customer success and reducing churn. Visit Churnzero blog for more details.

Best podcasts for customer experience analysts

Listening to podcasts is a convenient way to learn from industry leaders and stay updated on the latest trends. Here are some recommended podcasts for customer experience analysts:

• “The Customer Support Leaders” podcast: Interviews with customer support leaders sharing their experiences. Available on major podcast platforms.
• “Call Center Helper” podcast: Tips and strategies for enhancing customer service and support. Available on major podcast platforms.
• “Customer Success Conversations” podcast: Discussions on customer success strategies and trends. Available on major podcast platforms.
• “The CX Leader Podcast” by Walker: Insights on customer experience leadership and best practices. Available on major podcast platforms.
• “The Intuitive Customer” podcast: Exploring the psychology behind customer decisions and experiences. Available on major podcast platforms.

Best tools for customer experience analysts

Utilizing the right tools can streamline your work and enhance your productivity as a customer experience analyst.

Here are some of the best tools categorized by their use case:

• Userpilot – Best tool for user onboarding: Helps create personalized onboarding experiences without coding.
• Zendesk – Best tool for customer support: Comprehensive solution for managing customer support tickets and interactions.
• Google Analytics – Best tool for website analytics: Provides insights into website traffic and user behavior.
• HubSpot Service Hub – Best tool for customer service management: Manages customer interactions and provides valuable service insights.
• Tableau – Best tool for data visualization: Transforms data into interactive and shareable dashboards.
• Custify – Best tool for customer success management: Helps reduce churn and increase customer lifetime value.
• Freshdesk – Best tool for multi-channel support: Manages customer inquiries from multiple channels in one place.
• Churnzero – Best tool for churn prediction: Identifies at-risk customers and helps reduce churn.
• Zoho Desk – Best tool for ticket management: Streamlines customer support operations with efficient ticket management.
• Jira Software – Best tool for project management: Tracks and manages projects, ensuring timely delivery and collaboration.

Product Teams Can Use Userpilot to:

• Improve Product Adoption with Insights from Analytics
• Improve User Onboarding Interactive Guidance
• Collect User Feedback with No-Code In-App Surveys

Get a Demo

• 14 Day Trial
• No Credit Card Required

Customer experience analyst FAQs

Understanding common questions related to the customer experience analyst role can provide additional insights and clarity. Here are some frequently asked questions:

What does a customer experience analyst do?

A customer experience analyst evaluates and improves the interactions between customers and a company’s products or services, often focusing on customer satisfaction, loyalty, and retention.

What skills are needed for a customer experience analyst?

Key skills include analytical abilities, communication skills, customer-centric mindset, technical proficiency, and problem-solving skills.

How much does a customer experience analyst make?

Salaries vary by experience and location, with junior analysts earning $55,000 – $70,000 per year and senior analysts earning $95,000 – $120,000 per year. Location-based salaries also differ, with higher averages in cities like San Francisco and New York.

How can I become a customer experience analyst?

Start with a relevant bachelor’s degree, gain experience through internships or entry-level positions, and develop skills in data analysis and customer journey mapping. Certifications can also enhance qualifications.

What tools do customer experience analysts use?

Common tools include Userpilot for user onboarding, Zendesk for customer support, Google Analytics for website analytics, HubSpot Service Hub for customer service management, and Tableau for data visualization.

Conclusion

Becoming a successful customer experience analyst requires dedication, continuous learning, and a proactive approach to developing relevant skills.

By following the outlined steps and leveraging the resources available, you can effectively navigate your career path and achieve your professional goals.

We hope this guide has provided you with valuable insights and practical advice to help you on your journey to becoming a proficient and impactful customer experience analyst!

Looking into tools for customer experience analysts? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!