Customer Experience Analyst
Job Summary
To support the mission of saving lives, the full-time remote Customer Experience Analyst will analyze customer interactions and operational performance across an omnichannel contact center to drive insights that enhance customer experience and operational efficiency.
Key responsibilities
- Analyze customer interaction data across various channels to identify trends and performance patterns
- Develop and maintain real-time and historical dashboards to provide visibility into customer experience and operational performance
- Conduct root cause analysis on negative feedback and performance gaps to inform continuous improvement initiatives
Required qualifications
- 2-4 years of experience in contact center analytics, customer experience, or operations analysis
- Familiarity with contact center KPIs and workforce dynamics
- Experience with reporting tools such as Excel, BI tools, and dashboards
- Knowledge of customer journey mapping and Voice of Customer frameworks
- Basic experience with SQL or data querying tools
Complete Job Description
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