Sr CX / Design Analyst - Remote

Job Title: Sr CX / Design Analyst
Location: Remote
 

Job Description

We are seeking an experienced Senior CX/Design Analyst to join a growing analytics and customer experience team. The ideal candidate will have strong expertise in customer experience analytics, journey analytics, product analytics, and Voice of Customer programs. This role will focus on transforming customer feedback and behavioral data into actionable insights that improve customer journeys, digital experiences, and operational performance.

The candidate should possess strong analytical skills, hands-on experience with Qualtrics, and expertise working with modern BI and analytics platforms including Power BI, Databricks, and SQL.

Responsibilities

• Analyze customer experience, product, and journey data to identify trends, pain points, and optimization opportunities
• Design and manage customer feedback programs using Qualtrics
• Implement and maintain:
  • Transactional surveys
  • Digital intercepts
  • Session replay and behavioral analytics tools
• Analyze and interpret:
  • NPS, CSAT, and Voice of Customer (VoC) data
  • Contact center metrics including repeat contact, call drivers, and Average Handle Time (AHT)
  • Digital funnel performance and customer journey analytics
• Build dashboards, reports, and executive-level presentations using Power BI and other reporting tools
• Work closely with cross-functional teams including Product, UX, Operations, and Business stakeholders to drive CX improvements
• Utilize Databricks and SQL to query, transform, and analyze large datasets
• Deliver actionable recommendations to improve customer engagement, retention, and satisfaction
• Leverage AI-enabled analytics and reporting capabilities within modern BI platforms

Required Qualifications

• Bachelor’s degree in Analytics, Data, Technology, Business, or related field
• 4–7+ years of experience in:
  • CX Analytics
  • Product Analytics
  • Journey Analytics
  • Customer Insights
• Strong hands-on experience with Qualtrics
• Experience implementing and managing:
  • Transactional Surveys
  • Digital Intercepts
  • Session Replay / Behavioral Analytics
• Strong experience analyzing:
  • NPS / CSAT / Voice of Customer data
  • Contact Center metrics
  • Digital Funnel & Journey Analytics
• Advanced experience with:
  • Power BI
  • Databricks
  • SQL
• Excellent communication and stakeholder management skills
• Ability to work independently in a remote environment

Preferred Qualifications

• Experience with behavioral analytics platforms such as Contentsquare, FullStory, Quantum Metric, or similar
• Exposure to AI-driven analytics and reporting capabilities
• Experience supporting enterprise-scale customer experience initiatives
• Knowledge of UX research and digital experience optimization principles