The opportunity
You are a data-driven operator who thinks like a builder and brings rigorous systems thinking to Customer Experience (CX) analytics. You see fragmented CX processes as opportunities to build scalable, durable data infrastructure.
What you'll do
Design and build scalable reporting frameworks and data pipelines that enable: self-service insights across CSO and cross-functional teams
Own data strategy and architecture for CX operations: defining metrics, data models, and governance standards that support both operational reporting and strategic analysis
Architect dashboards and data exports that provide visibility into customer: health, agent performance, and operational efficiency across multiple systems (Rippit, knowledge platforms, support tools, etc.)
Build systems thinking around CX data: distinguish between process issues and structural problems, knowing when to optimize existing flows vs. redesign systems
Analyze large, complex datasets to identify behavioral patterns, performance: drivers, and root causes that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
Use conversation analytics, transactional data, and customer interaction data: to create reports on revenue-impacting and experience-driving topics
What they're looking for
- Conduct deep-dive analysis on CSO performance, customer satisfaction trends,: and operational health metrics; translate findings into clear recommendations
- Define, instrument, and track KPIs related to customer experience, agent: performance, operational efficiency, and AI accuracy
- Partner with leadership to influence strategy using data-driven storytelling and evidence-based insights
- Design, train, and implement LLM prompts to scale QA automation, insight: generation, and customer feedback synthesis
