CX Insights Analyst

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You'll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

We are seeking a CX Insights Analyst to help transform customer interactions into meaningful business insights. In this role, you'll analyze customer conversations, feedback, and operational data to identify trends, uncover root causes, and highlight opportunities to improve the overall customer experience. You'll work with a variety of data sources, including customer interactions, surveys, and operational metrics, to understand what customers are experiencing and why. We're looking for someone who is naturally curious, enjoys solving complex problems, and can connect data-driven findings to real business recommendations. This role is ideal for candidates with experience in Customer Experience (CX), Voice of Customer (VoC), contact center analytics, customer insights, interaction analytics, market research, or similar fields.

Your role in our mission

* Analyze customer feedback and interactions across the end-to-end customer journey, including calls, chats, emails, surveys, and other feedback channels, to identify trends, pain points, and opportunities for improvement. * Identify customer pain points, recurring issues, and process breakdowns that impact the customer experience. * Investigate root causes behind customer effort, dissatisfaction, and repeat contacts. * Identify top contact drivers and emerging customer journey friction points affecting the overall customer experience. * Detect emerging trends, risks, compliance concerns, and opportunities using structured and unstructured data. * Connect customer feedback, interaction data, and operational metrics to understand the factors shaping the customer experience. * Leverage speech analytics, text analytics, and customer feedback platforms to uncover meaningful insights. * Develop actionable recommendations that improve customer experience, operational performance, and business outcomes. * Create reports, dashboards, and visualizations to communicate findings effectively. * Collaborate with business partners to understand challenges and support data-driven decision making. * Contribute to customer experience, operational improvement, and customer listening initiatives. * Support customer experience, employee experience, product experience, and operational insight projects as needed.

What we're looking for

* Experience analyzing customer, operational, or experience-related data. * Strong analytical and problem-solving skills with a demonstrated ability to uncover root causes and identify meaningful insights. * Ability to identify trends, patterns, and emerging issues across multiple data sources. * Experience translating data, observations, and customer feedback into actionable business recommendations. * Strong written and verbal communication skills. * Ability to manage multiple priorities and work independently. * Naturally curious with a passion for understanding customer behavior, customer needs, and business outcomes.

What you should expect in this role

* Fully remote position. * Opportunity to travel through your work up to 25% of the time. * Video cameras must be used during all interviews, as well as during the initial week of orientation

The deadline to submit applications for this posting is November 29, 2026. The pay range for this position is $51,900.00 - $74,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.