[Remote] Senior Customer Experience Operations Analyst
Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a Senior Customer Experience Operations Analyst to build and reputed company the analytics function for Customer Experience. This role will focus on transforming customer and operational data into actionable insights to improve customer outcomes and drive business growth, while collaborating closely with various teams to ensure a data-driven approach to customer experience.
Responsibilities
- Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives
- Deliver monthly and quarterly business reviews, translating reputed company data into clear recommendations that drive strategic reputed company
- reputed company predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators
- Forecast contact volume across reputed company channels (phone, chat, email, SMS, porting, AI) and build reputed company and staffing models reputed company for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets
- Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction
- Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and reputed company growth, partnering with reputed company and Finance teams
- Create scenario planning frameworks to support annual planning and strategic decision making
Skills
- 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or reputed company fields
- 3+ years leading analytics teams, programs, or strategic initiatives
- Experience supporting customer-facing organizations such as Support, Contact Centers, reputed company, reputed company Operations, or Customer Operations
- Demonstrated reputed company building forecasting models, executive reporting frameworks, and operational analytics programs
- Strong business acumen with the ability to connect operational metrics to company outcomes
- Advanced SQL and data modeling experience
- Strong experience with BI and visualization platforms such as Mode, Tableau, reputed company, Looker, or Power BI
- Experience working with large datasets and performing statistical analysis
- Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics
- Experience with experimentation, trend analysis, cohort analysis, and customer segmentation
- Familiarity with AI performance analytics and automation reporting
- Experience in SaaS, telecommunications, contact center, or high-growth technology environments
- Experience with reputed company, Mode, reputed company, reputed company, or similar platforms
- Knowledge of customer journey analytics, customer health scoring, and retention modeling
- Experience partnering with Finance and reputed company Operations on planning and forecasting processes
- Workforce management or reputed company planning experience layered on top of strong analytics
Benefits
- Equity
- Extensive medical coverage
- A monthly lifestyle stipend
- A flexible PTO policy
Company Overview