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Job Summary

The Technical Performance Analyst(user experience) is responsible for enhancing the user journey and experience of digital services through Interaction design research, usability evaluation, customer journey analysis, and user behavior analytics. The role identifies pain points, recommends experience improvements, supports AB testing and validation, and works with cross-functional teams to deliver intuitive, accessible, and user-centered digital experiences.

Responsibilities

• Monitor digital service performance and customer experience KPIs.
• Analyze user behavior, customer journeys, and service completion rates.
• Identify interaction issues, usability concerns, friction points, and opportunities for service improvement.
• Evaluate digital services against user centric design principles, accessibility standards, and digital best practices.
• Analyze user journeys and conversion funnels to identify drop-off points and recommend improvements.
• Support customer design research activities by analyzing customer feedback, usability findings, and behavioral data.
• Develop user journey maps and customer experience assessments.
• Define and monitor success metrics and service performance indicators.
• Plan, support, and evaluate A/B testing activities to validate customer experience improvements.
• Validate analytics tracking and ensure the accuracy and quality of collected data.
• Prepare dashboards, reports, and actionable recommendations for stakeholders.
• Collaborate with design experts, business, and technical teams to prioritize and implement experience improvements.
• Measure the impact of user journey enhancements using analytics and performance data.
• Promote user-centered design practices across digital initiatives.
• Utilize AI tools to support analysis, reporting, experience evaluation, and productivity.

Skills

1. Customer experience Research & Analysis
2. User-Centered Design
3. User Journey Mapping
4. Wireframing & Prototyping
5. Visual Design
6. Responsive Web & Mobile Design
7. Design Systems & Component Libraries
8. Accessibility Standards (WCAG)
9. Usability Testing, A/B Testing
10. Analytics & Data-Driven Design
11. AI-Assisted Design & Research
12. Requirements Gathering & Analysis
13. HTML/CSS Knowledge
14. Figma/ Photoshop
15. Strong analytical and problem-solving mindset.
16. Customer-oriented with effective communication and interpersonal skills.
17. Familiarity with Agile methodologies and sprint-based delivery.
18. High attention to detail and commitment to quality.
19. Ability to organize, prioritize, and manage multiple tasks efficiently.
20. Collaborative attitude with a focus on continuous improvement.

Educational Qualifications and Certifications

• Bachelor's degree in Information Technology, user research and experience or a related field.
• Experience in Customer Experience (CX), UX, Digital Analytics, or Digital Product Improvement.
• Strong understanding of user experience principles, Human-Centered Design, and User-Centered Design methodologies.
• Experience in user journey mapping, information architecture, and interaction flow analysis.
• Knowledge of usability evaluation techniques and UX research methodologies.
• Understanding of user behavior analysis, digital performance measurement, and KPI reporting.
• Experience with A/B testing and experiment analysis.
• Knowledge of accessibility standards (WCAG) and digital service guidelines.
• Ability to translate analytics and findings into actionable recommendations.
• Strong analytical, problem-solving, communication, and presentation skills.
• Familiarity with AI-powered tools for user journey analysis, reporting, and productivity.

Work Experience

Minimum:

· 3+ years of experience in Customer Experience (CX), User Experience (UX), or Digital Experience roles.

· Hands-on experience in UX research, usability evaluation, or digital service improvement.