Customer Experience (CX) Analyst
Philippines, US Central Time (CT) business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- PythonSQLMicrosoft Power BITableauMicrosoft ExcelData visualizationGoogle SheetsRData analytics
Requirements
- Bachelor’s degree
- 3+ years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps)
- Hands-on proficiency with SQL, Excel or Google Sheets, and Python or R
- Experience with CRM analytics tools (such as ActiveCampaign)
- Experience with call center analytics tools (such as Vonage)
- Experience with data visualization tools (such as Tableau or Power BI)
- Experience building retention or churn models, including early-warning retention modeling
- Experience designing or managing an NPS measurement and analytics framework
- Experience presenting analytics insights and recommendations to executive leadership
- English proficiency
- Available to work aligned to US Central Time (CT) business hours
- Reliable high-speed internet, headset suitable for remote calls, and a quiet workspace for remote work
Responsibilities
- Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints
- Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns
- Build and maintain an early-warning retention model to identify and reduce preventable cancellations
- Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments
- Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members
- Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines
- Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates
- Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis
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