Position Summary

We have a fantastic opportunity available for a Customer Experience (CX) Analyst to join us here at Samsung Research UK. This is a permanent position based in Staines-upon-Thames, Surrey, UK. We operate a hybrid working policy of 3 days onsite and 2 days working from home weekly.

The CX Analyst is responsible for analyzing market trends and customer issues to develop software verification strategies. This role involves real-time monitoring of market changes and user feedback to optimize quality improvement activities and testing processes, ultimately enhancing customer satisfaction.

We are looking for a fluent Korean and English speaker for this role due to regular liaison with Samsung HQ colleagues in Seoul.

Role and Responsibilities

The main tasks you are expected to perform include, but are not limited to:

1. Market and Customer Issue Analysis

Analyze market trends, competitor activities, user reviews and feedback.

Identify key issues and potential risks, prioritizing them effectively.

2. Software Verification Strategy Development

Design software verification plans and scenarios based on analyzed market data.

Develop testing strategies to ensure effective quality management.

3. Customer Experience (CX) Improvement

Identify product and service issues from the user perspective.

Propose quality improvement ideas using user experience data.

4. Process and Tool Management

Utilize and optimize use of market analysis tools.

Continuously improve verification processes and standardize quality management practices.

5. Collaboration and Communication

Collaborate with QA and CS teams in Korea and Europe to resolve customer issues quickly.

Report key findings and quality improvement directions to management and stakeholders.

Skills and Qualifications

Essential skills are:

Proven experience in customer experience analysis and data-driven decision-making.

Strong understanding of software development life cycle (SDLC)

Korean and English speaker (written and spoken). This position requires regular communication with colleagues in South Korea. 

Proficiency in data analysis tools (e.g. Sprinklr - Power BI).

Excellent problem-solving skills, logical thinking, and communication abilities.

Desirable skills include:

Experience in customer feedback management systems or VOC (Voice of Customer) analysis.

Hands-on experience with analysis tools and frameworks.

Contract type: Permanent

Location: Staines-upon-Thames, Surrey, UK

Hybrid Policy: 3 days onsite and 2 days working from home weekly

Employee Benefits: Highly competitive salary, performance bonus up to 21.5%, 25 days holiday + Bank Holidays, life assurance, medical insurance, income protection, flexible benefits scheme with £600 annually to spend on them, Samsung product discounts, subsidised employee restaurant and free parking

Samsung has a strict policy on trade secrets. In applying to Samsung and progressing through the recruitment process, you must not disclose any trade secrets of a previous employer.

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