Senior CX Insights Analyst: Journey Analytics

Senior/Lead Data Analyst - CX Strategy & Insights Location: Anywhere Type: Contract | Category: Data | Industry: Financial Services | Workplace Type: Remote Reference ID: JN -052026-107074 Date Posted: 05/20/2026 Rate: $60.00 to $70.00/hr. w2 Description Our client seeks a Senior Analyst, CX Strategy & Insights to own end‑to‑end journey analytics and customer experience measurement across priority journeys. The role will connect digital behavior, contact drivers, and experience metrics to measurable outcomes. The analyst will instrument and scale listening systems, analyze Voice of Customer and operational data, and translate insights into actions that reduce repeat contact and cost‑to‑serve. Success will be defined by improvements in customer journeys and operational performance. Applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes medical, dental, vision benefits, 401(k) with company matching, and life insurance. Responsibilities Own end‑to‑end journey analytics and CX measurement across priority member and client journeys such as Account Access, Claims, Client, and Card. Connect digital behavior, contact drivers, and experience metrics to business and operational outcomes. Design and deploy transactional surveys in Qualtrics or similar platforms aligned to journey steps. Implement digital intercepts across key touchpoints and instrument session replay tagging to capture behavioral signals. Maintain complete listening coverage across journeys, document instrumentation, identify gaps, and drive closure of gaps. Analyze Voice of Customer, digital, and contact center data to identify root causes of friction, repeat contact, and poor experience outcomes. Translate insights into clear actions with defined owners and measurable outcomes, and ensure execution. Deliver weekly CX reporting with metric trends, variance explanations, root cause insights, actions in progress, and expected impact. Own structured work tracking with actions, owners, priorities, outcomes, and regular progress updates. Develop CX insight outputs such as newsletters and deep dives that articulate wins, issues, customer pain signals, root causes, and actions. Partner with Product, Operations, Technology, and CX teams to validate insights, remove blockers, and ensure follow‑through. Operate independently, structure ambiguous problems, and drive execution without constant direction. Experience Requirements 4 to 7+ years in CX analytics, product analytics, or journey analytics. Hands‑on experience with Qualtrics or similar CX platforms, including transactional surveys, digital intercepts, and session replay or behavioral tracking. Experience with NPS, CSAT, and Voice of Customer data. Experience with contact center data including call drivers, repeat contact, and AHT. Experience with digital funnel and journey analytics. Proven ability to connect CX 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 across Product, Technology, and Operations. High ownership, execution rigor, and speed in ambiguous environments. Education Requirements Bachelor’s degree required. Analytics, data, or technical background preferred. EEO Statement Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and affirmative action employer. All employment decisions are based on merit, performance, and business needs. We do not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, or prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws. #J-18808-Ljbffr Eliassen Group