As the CX Analyst:

What you'll do: Assist in creating dashboards, reports and visualizations to evaluate product support performance and product health insights. Maintain the voice of the customer feedback vault and analyze customer feedback and behavior to identify pain points and opportunities for improvement. Assist CX Operations Manager to document product support processes and ensure customer data integrity Respond to technical assistance requests in person, via phone, and electronically. Report promptly to management and user community regarding critical service disruptions until resolution. Identify recurring issues and provide advanced troubleshooting and problem resolution to ensure customer satisfaction Collaborate with product, marketing, and support teams to implement customer-centric solutions. Remain current with product changes and updates. Assist in the maintenance of internal CX knowledge base with support processes, workflows and best practices Who you are: 4 - 7 years of relevant CX and/or Product Support experience in a large enterprise environment including multiple related systems, vendor partners and multiple lines of business. Experience with incident and problem management systems, including JIRA, Zendesk, FreshDesk, etc. Knowledge and experience with customer service techniques and best practices Multitasking and urgency prioritization skills Excellent written and verbal communication skills with ability to understand audiences, tailor messages, influence outcomes, and interface with all levels of management Collaborative style yet capable of working independently, a self-starter who performs initiatives that provide solutions for business requirements. Demonstrated analytical skills, especially in the areas of root-cause analysis and metrics-driven productivity and effectiveness.   What we give you: You join a vibrant global community with the opportunity to channel your passion every day  A modern office environment designed for you, empowering you to bring your best  Investment in your professional growth and development enabling you to thrive in our vibrant community  The space to accelerate progress, positively disrupt and create what happens next  We give you the platform to champion positive change, with the opportunity to contribute to our social impact, diversity, equity and inclusion initiatives  We provide an excellent range of benefits like private medical cover, a generous pension scheme, life assurance, income protection, plus loads of music industry perks. There’s also time off over winter break  Equal Opportunities

As an active part of a culturally and socially diverse society, Sony Music’s aim is that our workforce is diverse and inclusive. Sony Music is an equal opportunity employer and supports workforce diversity.

We employ, retain, promote and otherwise treat all employees and job applicants according to their merit, qualifications, competence and talent. We apply this policy without regard to any individual’s sex, race, religion, origin, age, sexual orientation, marital status, medical condition or disability.

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Please note that applicants must be at least 18 years of age.