Customer Experience (CX) Analyst

Accountabilities: Own and analyze voice-of-customer programs and experience metrics, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS), across support channels. Analyze survey responses, open-text feedback, and ticket or case data to identify trends, customer pain points, and underlying causes. Develop dashboards, reports, and visualizations that communicate the end-to-end customer support experience clearly. Map customer support journeys to identify friction and improvement opportunities across processes, tools, and content. Prioritize customer experience improvements and track recommendations through implementation, measuring their impact. Design and conduct customer research, including interviews and surveys, to understand customer needs and evaluate changes. Partner with support, product and tooling, content, and analytics teams to implement recommendations and close the customer feedback loop. Explore and apply AI and LLM tools to support open-text analysis, research synthesis, insight generation, and self-service initiatives. Requirements: At least 4 years of experience in customer experience, customer insights, analytics, research, or a related analytical role. Ability to design and conduct customer research through surveys and interviews and translate findings into actionable insights. Working knowledge of customer journey mapping and experience or service design methodologies. Familiarity with voice-of-customer approaches, experience measurement, and survey design, including CSAT, CES, and NPS. Strong analytical skills and experience working with survey data, support tickets, case data, and qualitative feedback. Ability to create clear, effective reports, dashboards, and data visualizations for operational teams and leadership. Familiarity with applying AI and large language model tools to customer experience use cases, such as feedback analysis, research synthesis, insight generation, or self-service. High school diploma or GED. Strong communication and collaboration skills, with the ability to present findings and recommendations clearly to different stakeholders. Benefits: Hourly compensation of $58–$68 USD, depending on work location, skills, experience, and other relevant factors. Medical, dental, and vision coverage. Long-term disability coverage. 401(k) retirement plan. Paid time off. Access to learning resources and professional development opportunities. Local project-based work designed to reduce or eliminate significant travel requirements. Full-time remote work arrangement.