Senior Customer Experience Operations Analyst

Responsibilities

• Develop and implement a CX Metrics dashboard strategy over time
• Investigate and map CX data from multiple systems to define necessary metrics
• Partner with IT and data teams to access and manage CX data
• Perform intermediate data transformation and cleansing for immediate needs
• Design automated dashboard feeds to centralize CX performance metrics
• Own data lineage and quality, resolving integrity issues proactively
• Translate ambiguous data situations into documented definitions and methods
• Provide insights from dashboards to CX leaders and functional teams
• Maintain a CX metrics catalog outlining standard metrics and data sources
• Collaborate with Revenue Operations to ensure CX reporting needs are met without duplicating efforts

Qualifications

• 3+ years in analytics or data-focused roles within Customer Experience/Success/SaaS
• Experience with dashboard creation using Tableau or Power BI
• Proficient in data transformation and SQL queries
• Strong understanding of Salesforce data and reporting
• Familiarity with CX metrics and their implications
• Ability to navigate ambiguous situations and extract information from stakeholders
• Experience using AI tools for data analysis and transformation
• Excellent communication skills for presenting findings to senior leaders
• Highly organized and able to manage multiple deliverables
• Collaborative experience across IT and business teams