CX3 Analyst - Experience Intelligence & Growth
New
T
TridentInsurance, health benefits, or employee benefits
Metro Manila, Philippines, U.S. time zonesFull-TimeMiddle
Salary2000 USD per month
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Job Details
- Experience
- 3–5 years
- Required Skills
- SQLMicrosoft Power BISalesforceTableauMicrosoft ExcelGoogle SheetsLooker
Requirements
- 3–5 years of experience in CX analytics, business intelligence, or revenue operations
- Demonstrated proficiency in SQL
- Advanced data visualization (Tableau, Power BI, or Looker)
- Advanced skills in Excel
- Advanced skills in Google Sheets
- Familiarity with CRM ecosystems (e.g., ActiveCampaign/Salesforce)
- Familiarity with telecommunications data environments
- Ability to extract high-level "signals" from complex, multi-source data sets and translate them into executive-level narratives
- Previous experience in the insurance, health benefits, or employee benefits sectors (highly preferred)
- Ability to commit to 40 hrs work week
- Flexibility to work in U.S. time zones, Monday to Friday
- Laptop/desktop meeting minimum specifications: 8GB RAM, i5 operating system
- Reliable high-speed internet connection (minimum 15 MBPS)
Responsibilities
- Build and own NPS/CSAT data pipelines across six critical touchpoints (Sales, Onboarding, First Use of Service, Cancellations)
- Develop an "early-warning model" to proactively identify and mitigate at-risk accounts before churn
- Maintain real-time dashboards to ensure the organization remains on track for its +50 NPS target, including specific satisfaction tracking for brokers and affiliates
- Own weekly performance tracking for all primary growth channels, providing visibility into the health of diverse sales pipelines
- Manage CRM dashboards to identify opportunities for improving close rates toward a target of 10%
- Monitor channel ramp-ups, ensuring high-priority growth targets are met on a month-over-month basis
- Review and analyze high-volume call records (160,000+ annually) to identify behavioral patterns, callback frequencies, and First Call Resolution (FCR) rates
- Translate AI-assisted call tagging and data from intelligence platforms into structured, actionable weekly reports for the leadership team
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