Customer Experience Data Analyst

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

📋 Description

• Evaluate business processes to discover opportunities for enhancing efficiency and improving customer experience.

• Analyze agent productivity metrics, which include manpower planning and first-call resolution rates.

• Perform financial modeling, encompassing property-level performance assessments and comprehensive cost analyses.

• Develop automated dashboards and tailored reports to monitor KPIs and operational performance.

• Convert complex data into straightforward, actionable insights for leadership and stakeholders.

• Collaborate with cross-functional teams and external partners to ensure the timely execution of initiatives.

• Manage timelines, oversee deliverables, and maintain communication with stakeholders.

• Deliver recommendations in a format that supports decision-making at the executive level.

⛳️ Requirements

• Bachelor’s degree in Business, Analytics, Finance, Industrial Engineering, or a related discipline.

• Strong analytical and problem-solving abilities with a capacity to link data to business outcomes.

• Proficiency in Excel, SQL, or other data analysis tools.

• Experience in data visualization and reporting.

• Excellent communication skills, capable of presenting insights to both technical and non-technical audiences.

• Ability to juggle multiple priorities and work effectively across teams.

• Preferred: Experience in customer experience analytics, contact center operations, or process improvement.

• Preferred: Familiarity with BI platforms like Power BI, Tableau, or Looker.

• Preferred: Exposure to platforms such as Freshdesk, Crexendo, or HEX.

• Preferred: Understanding of project management methodologies and collaboration tools.

🏝️ Benefits

• Opportunity to impact customer outcomes and business performance.

• Chance to apply analytics to real-world challenges in customer experience.

• Opportunity to shape decision-making at the leadership level.

• Potential for growth into broader roles in CX or analytics leadership.