CX3 Analyst – Experience Intelligence, Growth

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

📋 Description

• The Analyst acts as the central intelligence hub for the organization, carrying out a dual role: protecting the member experience and driving sales growth through precise analytics.

• Deliver: Offering accurate data on every member interaction and sales initiative.

• Design: Leveraging pattern recognition to enhance member journeys and sales workflows.

• Advocate: Enhancing the consumer voice and growth indicators in all leadership decisions through data-driven reporting.

• Infrastructure Management: The Analyst develops and manages the NPS/CSAT data pipelines across six essential touchpoints.

• Retention Modeling: This position is tasked with creating an "early-warning model" to proactively pinpoint and address at-risk accounts prior to churn.

• Performance Tracking: The Analyst oversees real-time dashboards to ensure the organization stays aligned with its +50 NPS goal.

• Pipeline Oversight: The Analyst is responsible for weekly performance tracking of all key growth channels.

• Conversion Optimization: This individual manages CRM dashboards to uncover opportunities for enhancing close rates from current levels towards a target of 10%.

• Growth Reporting: The role involves monitoring the ramp-up of different channels.

• Behavioral Decoding: The Analyst reviews and assesses high-volume call records to discern behavioral trends.

• AI Integration: This role converts AI-assisted call tagging and data into organized, actionable weekly reports for the leadership team.

• Month 1: Implement the NPS/CSAT infrastructure across all designated customer touchpoints.

• Month 2: Set up weekly reporting for interaction patterns and growth channel trends.

• Month 3: Provide a foundational retention model that identifies at-risk members before they consider cancellation.

⛳️ Requirements

• 3–5 years of experience in CX analytics, business intelligence, or revenue operations.

• Proven expertise in SQL and advanced data visualization tools (Tableau, Power BI, or Looker).

• Advanced proficiency in Excel and Google Sheets.

• Knowledge of CRM ecosystems (e.g., ActiveCampaign/Salesforce) and telecommunications data environments.

• The applicant must be capable of extracting high-level "signals" from intricate, multi-source data sets and converting them into executive-level narratives.

• Previous experience in the insurance, health benefits, or employee benefits fields is highly desirable.

• Ability to commit to a 40-hour work week.

• Flexibility to work within U.S. time zones, Monday to Friday.

• Capable of maintaining a distraction-free home office environment.

• Must possess a laptop or desktop that meets minimum specifications: 8GB RAM, i5 operating system.

• A dual monitor setup is advantageous.

• Reliable high-speed internet connection (minimum 15 MBPS).

🏝️ Benefits

• Monthly salary of $2000.

• Observe US Holidays.

• Up to 12 Paid Time Off days per year.

• 100% Remote Work: Enjoy the flexibility of a work-from-home arrangement, allowing you to create a comfortable and efficient workspace in your own home.