Customer Experience Analyst

Summary

Join a forward-thinking global team driving customer satisfaction and loyalty through data insights and customer-centric strategies. As a Customer Experience Analyst, you will analyze customer feedback and support interactions to identify key experience drivers and opportunities for improvement. You’ll use your data storytelling skills to impact real-time business decisions, influence change, and enhance customer support operations. This is a contract, remote position with a preference for candidates located in the PST zone. Competitive pay and the chance to work with cutting-edge tools and platforms are offered. You will gain exposure to high-impact CX strategies in an innovative tech environment and have the opportunity to shape future support programs and influence organizational growth.

Requirements

• 6+ years of experience in data analytics, data science, or similar analytical roles
• 3+ years of experience in customer experience, support, or service analytics
• Proficiency in SQL and data visualization tools like Tableau or Power BI
• Strong storytelling skills to translate complex insights into executive-ready presentations
• Experience with CX/VOC metrics (NPS, CSAT), large datasets, and statistical methods

Responsibilities

• Identify experience gaps and improvement opportunities using data from customer feedback and tickets
• Collaborate with support program managers to report on performance and recommend enhancements
• Monitor customer sentiment to uncover trends and actionable insights
• Merge feedback data with other operational sources for a complete customer journey view
• Deliver insights to stakeholders through engaging reports and dashboards

Benefits

• Gain exposure to high-impact CX strategies in an innovative tech environment
• Competitive pay and the chance to work with cutting-edge tools and platforms
• Opportunity to shape future support programs and influence organizational growth