Analyst, Client Experience & Optimization

Analyst, Client Experience & Optimization

The Analyst, Client Experience & Optimization (CERO) supports the intake, triage, and validation of Client Services issues, ensuring accurate routing and visibility into ongoing work. This role maintains documentation, develops process maps, identifies workflow gaps, and assists in implementing improvements that enhance consistency and reduce manual work. The Analyst will be proficient in spreadsheets, workflow tools, and structured data to assess processes, surface improvement opportunities, and support operational efficiency across Client Services.

Position Responsibilities:

• Support intake review, issue validation, routing, and tracking of client services and cross-departmental issues, projects, and initiatives.
• Create and maintain process documentation, SOPs, and workflow maps.
• Identify manual or inefficient processes and propose improvement opportunities partnered with the Manager.
• Support light analysis such as identifying patterns, recurring issues, or workflow bottlenecks.
• Maintain trackers or dashboards providing visibility into Client Services operational activity and partner with Analytics team on broader operational dashboard needs.
• Participate in cross-functional planning, problem-solving, and readiness activities that support Client Services.

Required Qualifications:

• Bachelor's degree or equivalent experience.
• 13 years of experience in client services, operations, or process support roles.
• Strong documentation, organization, and attention to detail.
• Comfort with spreadsheets and workflow tools; interest in process optimization.
• Strong communication skills and ability to work across teams

Remote, US Salary Range

$90,000 - $110,000 USD