Job Title: Senior/Lead Data Analyst

Duration: 7+ Months - Can be extended

Location: Fully remote - nearshore (can be US based if the candidates fit within the bill rate)

Job Description:

Senior Analyst, CX Strategy & Insights (Contract / Augmented Staff)

How you can make a difference

The Senior Analyst, CX Strategy & Insights is accountable for how customer experience signals are captured, connected, and translated into measurable business outcomes across priority journeys.
This role ensures CX insights are grounded in complete and well-instrumented listening systems, aligned to real customer friction points, and converted into clear actions that improve experience, reduce repeat contact, and lower cost-to-serve.
Success is defined by what changes in the customer journey and operational performance, not by reporting outputs alone.

What you ll be doing

Own end-to-end journey analytics and CX measurement across priority member and client journeys (e.g., Account Access, Claims, Client, Card), connecting digital behavior, contact drivers, and experience metrics

Instrument and scale transactional listening systems in Qualtrics, including:

Transactional surveys aligned to journey steps
Digital intercepts across key touchpoints
Session replay tagging to capture behavioral signals
Ensure complete listening coverage across journeys, maintaining clear visibility into what is instrumented, where gaps exist, and driving actions to close those gaps
Analyze VoC, digital, and operational data to identify root causes of friction, repeat contact, and poor experience outcomes
Translate insights into clear actions, defined owners, and measurable outcomes, ensuring all analysis is tied to execution and business impact

Deliver weekly CX reporting (WAR) including:

Metric trends and variance explanations
Root cause insights
Actions in progress and expected impact
Own structured work tracking and execution discipline, ensuring all initiatives are tracked with actions, owners, priorities, outcomes, and regular progress updates

Develop CX insight outputs (e.g., newsletters, deep dives) that clearly articulate:

What is working
What is not working
Customer pain signals
Root causes and actions
Partner hands-on with Product, Operations, Technology, and CX teams to validate insights, unblock work, and ensure follow-through on actions
Operate independently, structuring ambiguous problems and driving execution without reliance on constant direction

What you will need to be successful

Bachelor s degree required; analytics, data, or technical background preferred
4 7+ years of experience in CX analytics, product analytics, or journey analytics

Hands-on experience with Qualtrics (or similar CX platforms), including:

Strong experience working with:

NPS / CSAT and Voice of Customer data
Contact center data (call drivers, repeat contact, AHT)
Digital funnel and journey analytics
Proven ability to connect customer experience signals to operational and business outcomes
Demonstrated capability to independently structure work, build analytical outputs, and drive execution from insight to action
Strong cross-functional collaboration skills, with the ability to work across Product, Technology, and Operations teams
Ability to operate with high ownership, execution rigor, and speed in ambiguous environments

Senior/Lead Data Analyst - Customer Experience (CX)

Key skills