CX3 Analyst – Experience Intelligence, Growth

Job Description:

  • The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics.
  • Deliver: Providing precision data on every member interaction and sales motion.
  • Design: Utilizing pattern recognition to optimize member journeys and sales pipelines.
  • Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting.
  • Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints.
  • Retention Modeling: This role is responsible for developing an "early-warning model" to proactively identify and mitigate at-risk accounts before they churn.
  • Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target.
  • Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels.
  • Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%.
  • Growth Reporting: The role monitors channel ramp-ups.
  • Behavioral Decoding: The Analyst reviews and analyzes high-volume call records to identify behavioral patterns.
  • AI Integration: This role translates AI-assisted call tagging and data into structured, actionable weekly reports for the leadership team.
  • Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints.
  • Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines.
  • Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.

Requirements:

  • 3–5 years of experience in CX analytics, business intelligence, or revenue operations.
  • Demonstrated proficiency in SQL and advanced data visualization (Tableau, Power BI, or Looker).
  • Advanced skills in Excel and Google Sheets.
  • Familiarity with CRM ecosystems (e.g., ActiveCampaign/Salesforce) and telecommunications data environments.
  • The candidate must have the 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 is highly preferred.
  • Can commit to work for 40 hrs work week
  • Flexibility to work in U.S. time zones, Monday to Friday
  • Able to maintain a distraction-free home office setup.
  • Possess a laptop/desktop meeting minimum specifications: 8GB RAM, i5 operating system.
  • Able to maintain a distraction-free home office setup.
  • Dual monitor is a plus
  • Reliable high-speed internet connection (minimum 15 MBPS).

Benefits:

  • Monthly salary of $2000.
  • Observe US Holidays
  • Up to 12 Paid Time Off days per year
  • 100% Remote Work: Embrace the flexibility of a work-from-home arrangement, allowing you to create a comfortable and efficient workspace in your own home.
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