CX Insights and Platform Analyst

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

📋 Description

• Integrate VOC, survey, conversational, and operational data to enhance the understanding of the client experience.

• Analyze both quantitative and qualitative data to uncover themes, drivers, root causes, risks, and opportunities.

• Connect CX signals with operational and business metrics to demonstrate the impact on experience and business outcomes.

• Develop and sustain role-specific Medallia reports, dashboards, alerts, and insight views.

• Transform stakeholder inquiries into targeted analyses and clear, actionable recommendations.

• Oversee survey performance, response rates, and data quality while suggesting enhancements.

• Collaborate with CX, Sales, Service, Operations, Product, and other teams on insight-driven use cases.

• Construct, configure, test, deploy, and maintain Medallia surveys and reporting systems.

• Manage Medallia access, configurations, reporting, alerts, and routine data feeds.

• Ensure data integrity, uphold platform standards, maintain documentation, and govern CX data.

• Partner with data, technology, and vendor teams to address integration, platform, and reporting challenges.

• Serve as a Medallia / CX platform Subject Matter Expert (SME), offering user guidance, training, and support.

• Enable and enhance Medallia GenAI, text analytics, conversational intelligence, and emerging capabilities.

• Develop AI and automation use cases that enhance the speed, consistency, and scalability of CX insights and operations.

• Evaluate new capabilities, assess their value and limitations, and convert successful use cases into repeatable processes.

• Measure the quality, efficiency, adoption, and business value of AI and automation, and recommend improvements.

• Support the responsible implementation of AI-enabled CX solutions in accordance with governance and controls.

• Monitor CX technology, GenAI, and automation trends and suggest relevant opportunities.

⛳️ Requirements

• Practical experience administering Medallia or a comparable enterprise CX / VOC platform.

• Over 3 years of experience merging customer feedback with conversational, operational, and other data to derive insights.

• Demonstrated ability to create role-specific dashboards, reports, analyses, and stakeholder-ready presentations.

• Strong skills in quantitative and qualitative analysis, including verbatim analysis and root-cause identification.

• Familiarity with CX measurement, survey design, feedback operations, and data quality principles.

• Experience with Medallia reporting.

• Exposure to GenAI, text analytics, conversational intelligence, or automation is a plus.

• Capability to transform AI and automation opportunities into practical, scalable CX use cases.

• Excellent analytical, critical-thinking, and problem-solving skills, with clear business recommendations.

• Comfortable working with structured data and performing data manipulation.

• Proficiency in SQL or similar querying skills is advantageous.

• Familiarity with BI and reporting tools such as Tableau, Power BI, Excel, Salesforce, or similar applications.

• Advanced written, verbal, and presentation skills suitable for both technical and non-technical audiences.

🏝️ Benefits

• Medical, life, and dental insurance.

• Asociacion Solidarista.

• International Share Save Plan.

• Flexible work arrangements or remote work options.

• Paid time off.

• Annual Performance Bonus.

• Education Reimbursement.

• Family Bonding.

• Bereavement Leave.

• Referral Program.