Customer Experience Analyst

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility. At Boundless Learning you'll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. We'relooking for a highly organized and tech-savvy Customer ExperienceAnalyst to support the collection, analysis, and interpretation of learner feedback and operational data to support Boundless Learning's CX strategy. In addition to supporting and enhancing the Voice of the Learner program, this role will support key initiatives that will impact the learner experience, including but not limited to automated journeys, video engagement, CRM optimization, and cross-functional projects. This role is perfect for someone who loves bringing structure to complexity, coordinating with multiple stakeholders, and improving the learner experience through operational excellence and data-driven insights. Key Responsibilities Voice of Learner (VoL) Program Assistwith building anddeploying automatedsurveys insurvey tool. Perform survey testing and quality checks. Maintain documentation of the Voice of the Learner program. Build, track and monitor ad hoc surveys Communicate updates and insights to stakeholders on an ongoing and ad hoc basis. Support collection of student feedback outside of surveys (i.e., research, roundtable discussions) Support analysis of survey results to uncover trends and opportunities. Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders. Present findings in a way that is accessible and relevant to both technical and non-technical audiences. Learner Experience Tools Support the creation of learner-facing videos in partnership with various teams. Track video analytics and identify areas for optimization. Support learner-facing VideoHub enhancements. Support the build and launch of automated learner journeys, including content strategy, setup, and stakeholder coordination. Analyze engagement data with automated emails and identify areas of opportunity. General Learner Experience Project Support Represent the LX team and provide a voice for learners in student experience related projects. Collaborate with CX teams and other stakeholders to provide analytical support for key initiatives. Monitor the effectiveness of CX projects and recommend adjustments based on data insights. Conduct discovery and requirements gathering. Own administrative tasks to ensure smooth and timely project execution. Participate in UAT (User Acceptance Testing) to ensure flawless execution for any learner experience projects or tools. Continuous Improvement Support the continuous improvement of CX/LX processes by providing insights and recommendations based on data analysis. Identify opportunities to streamline operations and enhance the learner experience. Other duties as assigned. Qualifications Knowledge of key CX metrics and methodologies, such as NPS and OSAT. Advanced skills in data analysis and visualization, using tools like Excel, Tableau, or similar platforms. Strong analytical and problem-solving skills, with a focus on improving customer/learner outcomes and operational efficiency. Ability to translate complex data into clear and actionable insights for diverse audiences. Strong presentation and communication skills. Comfortable working with tools like Salesforce, Medallia, or similar platforms (or quick to learn with training provided). Able to manage multiple tasks with minimal supervision. Prior experience in supporting internal projects is strongly preferred. Experience with User Acceptance Testing (UAT) processes preferred. Successful candidate must be available to work full-time in one of our Boundless Learning offices. #J-18808-Ljbffr Boundless Learning