Customer Experience (CX) Data Analytics Manager

Title: Senior/Lead Data Analyst

Location: US Remote

Possible opportunity for extension/conversion dependent on the business needs

Description:

Must have go-getter mentality and can hit the ground running
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:
- Designing and deploying transactional surveys
- Implementing digital intercepts across journeys
- Instrumenting and leveraging session replay and behavioral tracking
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