Remote CX Operations Business Analyst III

Summary

Join Calendly's Customer Experience team as a CX Operations Business Analyst III to analyze business data, provide insights, and drive data-driven improvements. You will work closely with leadership teams across the business to support high-quality decisions while ensuring data accuracy and consistency.

Requirements

• 5+ years of experience in Data Analytics, Business Intelligence, or Customer Experience Operations departments
• Experience with Zendesk, Salesforce, Chatbots, Google BigQuery and related systems
• Proficiency in data visualization tools (e.g., Tableau, Looker, etc) and advanced Excel skills
• Experience with SQL, Python and querying databases to retrieve and analyze large datasets
• Ability to work independently, manage multiple tasks, and prioritize in a fast-paced environment
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!)
• Experience managing complex projects to a deadline
• Familiarity with customer experience metrics such as NPS, CSAT, and CES

Responsibilities

• Analyze business data to provide insights into Customer Experience and Success, answering key questions and driving data-driven improvements
• Partner with the Revenue Operations, Marketing, and Data organizations to discover insights that will uncover optimization opportunities
• Conduct ad-hoc analysis to support business needs, including segmenting customer data and identifying potential opportunities to enhance the customer journey
• Present complex data and trends through clear and insightful dashboards and reports to support business strategy

Benefits

• Quarterly Corporate Bonus program (or Sales incentive)
• Equity awards
• Competitive benefits