Customer Experience Analyst

Omnichannel Data Collection & Analysis

• Analyze customer interaction data across voice, email, and digital channels to include websites (self-service portals, FAQs), mobile appts, chatbots, live chat, SMS and social mediato identify trends, contact drivers, and performance patterns.
• Evaluate both experience metrics (CSAT, NPS, CES) and operational KPIs (AHT, FCR, Service Level, Quality) to understand performance drivers.
• Identify opportunities to reduce customer effort, improve resolution times, and enhance overall experience consistency.

• Develop and maintain real-time and historical dashboards that provide visibility into customer experience and operational performance.
• Deliver recurring and ad hoc reporting for leadership, highlighting risks, trends, and actionable insights.
• Ensure reporting accuracy and consistency across systems, including Five9 and CRM platforms.

• Leverage Five9 reporting and analytics tools to assess:
  • Call routing effectiveness
  • IVR performance and containment
  • Channel utilization and efficiency
• Partner with leadership to identify and recommend improvements to routing logic, workflows, and self-service capabilities.
• Support system enhancements and ensure data integrity across contact center platforms.

• Support and manage Voice of Customer programs, integrating feedback from surveys, complaints, and interaction-level data.
• Synthesize quantitative and qualitative insights to provide a comprehensive view of the customer experience.
• Monitor sentiment trends across customer segments and channels.

• Map and analyze end-to-end customer journeys across contact center touchpoints.
• Identify friction points, breakdowns, and inconsistencies impacting customer satisfaction and operational efficiency.
• Partner with stakeholders to improve critical moments in the customer journey.

• Conduct root cause analysis on negative feedback, repeat contacts, and performance gaps.
• Identify systemic issues driving customer dissatisfaction and operational inefficiencies.
• Partner with internal business units and shared service teams to validate findings and develop targeted improvement plans.
• Support continuous improvement initiatives and monitor progress through implementation.

• Translate data into clear, prioritized recommendations aligned with customer and business goals.
• Communicate insights and influence stakeholders across the organization to drive alignment and adoption of proposed solutions.
• Quantify the impact of proposed changes and track post-implementation performance improvements.

• Support leadership in making data-driven decisions that balance customer experience with operational efficiency.

• Partner with Customer Operations, Workforce Management, Product, IT, and Training teams to align improvement initiatives.
• Support implementation of process, technology, and experience enhancements.
• Communicate insights effectively to both technical and non-technical stakeholders.

• 2–4 years of experience in contact center analytics, customer experience, or operations analysis.
• Experience in an omnichannel customer service environment.
• Familiarity with contact center KPIs and workforce dynamics.
• Strong analytical and problem-solving skills with the ability to interpret complex datasets.
• Knowledge of customer journey mapping and VoC frameworks.
• Proficiency in reporting tools (Excel, BI tools, dashboards).
• Strong communication and data storytelling skills.
• Experience with Five9 reporting, analytics, or administration.
• Experience with BI tools (Power BI, Tableau) and CRM platforms (e.g., Salesforce).
• Basic experience with SQL or data querying tools.
• This is a remote position.
• Salary range: $85,000 to $90,000

• At least 20 PTO days accrued 1st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b) with employer match up to 6%
• Reimbursable training
• Dress for your day