Customer Experience Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Develop and oversee the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six key member interaction points.

• Evaluate over 160,000 annual call records and member journey data to pinpoint friction areas and behavioral trends.

• Create and sustain an early-warning retention model aimed at identifying and minimizing avoidable cancellations.

• Assess and report on service performance metrics, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments.

• Monitor and report on growth targets, encompassing channel-specific ramps and progress towards achieving 25,000 net members.

• Generate weekly dashboards for quotes, enrollments, and conversion rates across various product lines.

• Analyze partner and broker channel performance against monthly enrollment goals, tracking enhancements in Broker NPS and conversion rates.

• Convert analytics findings into actionable journey enhancements and pipeline optimizations, providing guidance to leadership to ensure that key results are underpinned by thorough analysis.

⛳️ Requirements

• Bachelor's degree.

• Over 3 years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps).

• Practical expertise in SQL, Excel or Google Sheets, and Python or R.

• Familiarity with CRM analytics tools (like ActiveCampaign), call center analytics tools (such as Vonage), and data visualization tools (such as Tableau or Power BI).

• Experience in creating retention or churn models, including early-warning retention modeling.

• Background in designing or managing an NPS measurement and analytics framework.

• Proven ability to present analytics insights and recommendations to senior leadership.

• Proficient in English.

• Legally eligible to work in the Philippines.

• Available to work according to US Central Time (CT) business hours.

• Reliable high-speed internet, a headset suitable for remote calls, and a quiet workspace for remote work.

• Bachelor's degree in Marketing or Analytics (Preferred Qualification).

• Experience in SaaS, Insurance, or Fintech sectors (Preferred Qualification).

• Familiarity with OKRs (setting, tracking, or reporting) (Preferred Qualification).

🏝️ Benefits

• Work from home - complete all tasks remotely, eliminating the need for commuting.

• Great company culture - collaborate with a supportive remote team.