Senior Customer Experience Operations Analyst

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Create a phased strategy for a CX Metrics dashboard, beginning with the delivery of essential core metrics for each CCO function (Professional Services, Customer Success, Analyst Services, Support) and subsequently enhancing the dashboard and insights framework over time.

• Explore and map CX data across various systems (including Salesforce, Gong, and proprietary applications) to determine the necessary fields and combinations required to generate each desired metric.

• Collaborate with IT, Application, and Data Warehouse teams to access source data while overseeing the CX-layer logic regarding the structuring, transformation, and usage of that data for operational reporting.

• Conduct hands-on data transformation and cleansing as a temporary solution for immediate business needs and migrate to the data warehouse solution as that source adapts to fulfill business requirements.

• Design and create automated dashboard feeds that aggregate data from multiple systems into a unified view of CX leading indicators and performance metrics.

• Establish yourself as the primary resource for the CX organization regarding data lineage, data quality, and peculiarities of source systems. Proactively identify and address data integrity issues impacting metric accuracy.

• Navigate ambiguous data scenarios by engaging with colleagues across departments, piecing together undocumented logic, and documenting the resulting data definitions and calculation methods.

• Communicate insights and recommendations derived from the dashboards to CX leaders and functional teams. This role goes beyond merely generating reports; we need you to highlight trends, identify anomalies, and recognize opportunities for enhancement.

• Develop and maintain a CX metrics catalog that documents the standard metrics for each CCO function, detailing what they measure, their data sources, and the frequency of updates.

• Collaborate with Revenue Operations, Data & Analytics, and Business Systems teams as both a consumer and partner (rather than a substitute), ensuring that CX-specific reporting and insights needs are fulfilled without duplicating existing offerings from those teams.

• Utilize AI tools to expedite data exploration, automate repetitive transformation tasks, and produce initial drafts of analyses or documentation.

⛳️ Requirements

• A minimum of 3 years of experience in analytics, business intelligence, or data-centric roles within Customer Experience, Customer Success, or SaaS operations environments.

• Experience in creating dashboards and automated reporting using tools like Tableau and Power BI with live data connections.

• Hands-on expertise in data transformation and preparation. Proficient in writing SQL queries and simple ETL logic to manage data as an immediate solution while the data warehouse team executes the long-term strategy.

• Strong understanding of Salesforce data architecture, reporting, and dashboards, with experience in extracting, joining, and interpreting data from CRM and related systems (e.g., Gong, Gainsight, proprietary platforms).

• Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and comprehension of how each metric influences outcomes.

• Demonstrated ability to operate in situations where clear answers are lacking. You should be adept at interviewing stakeholders, reverse-engineering undocumented processes, and consolidating incomplete information into reliable metric definitions.

• Comfortable utilizing AI and large language model tools (e.g., Copilot, Claude) to enhance data analysis, write or debug code, and draft documentation.

• Excellent communication skills. You will need to present findings to senior leaders and articulate complex data concepts in straightforward business language.

• Highly organized and self-motivated. You will manage a phased roadmap of deliverables across multiple functional stakeholders concurrently.

• A collaborative mindset with experience partnering with IT, Data Engineering, and business teams, while maintaining clear ownership boundaries appropriate to an operations role.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance, including coverage for dependents.

• Paid parental leave.

• Pet insurance.

• Discounted life insurance.

• Commuter benefits.

• 401(k).

• Employee Assistance Program.