CX Insights Analyst

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

📋 Description

• Evaluate customer feedback and interactions throughout the entire customer journey, including calls, chats, emails, surveys, and other feedback channels.

• Identify customer pain points, recurring problems, and process inefficiencies.

• Investigate the underlying causes of customer effort, dissatisfaction, and repeat inquiries.

• Recognize key contact drivers and emerging friction points in the customer journey.

• Discover emerging trends, risks, compliance issues, and opportunities through both structured and unstructured data.

• Integrate customer feedback, interaction data, and operational metrics.

• Utilize speech analytics, text analytics, and customer feedback platforms.

• Formulate actionable recommendations to enhance customer experience, operational performance, and business outcomes.

• Generate reports, dashboards, and visualizations.

• Collaborate with business partners to facilitate data-driven decision-making.

• Contribute to initiatives focused on customer experience, operational enhancements, and customer listening.

• Assist with projects related to customer experience, employee experience, product experience, and operational insights as needed.

⛳️ Requirements

• Experience in analyzing customer, operational, or experience-related data.

• Strong analytical and problem-solving abilities.

• Capability to identify root causes and derive meaningful insights.

• Proficiency in spotting trends, patterns, and emerging issues across various data sources.

• Experience in converting data, observations, and customer feedback into actionable business recommendations.

• Excellent written and verbal communication skills.

• Ability to juggle multiple priorities and work autonomously.

• A strong curiosity and passion for understanding customer behavior, needs, and business outcomes.

• Experience in Customer Experience (CX), Voice of Customer (VoC), contact center analytics, customer insights, interaction analytics, market research, or similar fields.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career development.

• Technical credentials and certification opportunities.

• Generous and flexible vacation policy.

• Educational assistance programs.

• Leadership and technical development academies.

• 401(k) employer matching.

• Comprehensive health benefits.

• Opportunities for travel through work, up to 25% of the time.