Analyze customer feedback and data to improve visa application form experience. Drive innovation and excellence in digital form design. Collaborate with cross-functional teams to implement improvements.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
We’re growing! Don't miss the opportunity to be part of our global team as our Customer Experience Analyst.
About us:
At iVisa we believe that traveling should be simple. That’s why over 1 million travelers have chosen us to facilitate their passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 80% year on year. We recognize that our biggest strength is our people, and we’re seeking the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!
As our Customer Experience Analyst, you’ll be at the heart of that mission, shaping how millions of travelers interact with our visa forms. You’ll turn data, feedback, and intuition into ideas that transform complex government forms into effortless digital experiences. If you love analyzing how things work, finding smarter ways to do them, and seeing your ideas go live for real users, this is your role.
Why iVisa?
- Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
- Truly remote-first work environment: work from anywhere or everywhere - we encourage global travel.
- Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
- Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
- Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
- Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
- Rest and Relaxation: We offer flexible PTO for all employees.
You will own
The end-to-end strategy for improving our visa application form experience, making forms faster, simpler, smarter, and more aligned with real customer needs.
You’ll identify opportunities through research, metrics, and user insights, transforming them into clear initiatives and A/B test proposals that drive measurable impact on key metrics such as Customer Effort Score (CES), completion rates, and time to submit the form.
Your goal
Drive innovation and excellence in iVisa’s application experience. You’ll help redefine how travelers interact with digital forms, ensuring every interaction feels intuitive, efficient, and human-centered.
What you’ll do:
- Analyze customer feedback, form data, and performance metrics to identify friction points and improvement opportunities.
- Research and benchmark competitors, government websites, and industry standards to propose innovative ideas for form design and flow.
- Generate and document A/B testing ideas to improve user experience, reduce drop-offs, and simplify form completion.
- Collaborate with the Application Experience team to translate insights into actionable improvements.
- Review and structure form logic, order of sections, and field design to enhance clarity and reduce completion time.
- Present insights and findings to stakeholders, supporting data-driven decision-making.
- Own dashboards or reports tracking CES, DUFR, and completion rates related to form experience.
What would make us choose you?
- 1+ years of experience in Customer Experience, Product Operations, or Process Optimization roles.
- Demonstrable experience building or managing digital product forms (e.g., visa applications, banking applications, credit card forms, or government portals).
- Analytical and logical mindset, with strong attention to detail.
- Proficiency in Excel / Google Sheets for data analysis and insights.
- Experience working cross-functionally with product, tech, and customer service teams.
- Fluent English is a must!
- Passion for simplifying complex processes and improving customer experience.
- Understanding of UX or UI principles is a plus, but not mandatory.
iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.