Senior Customer Experience Operations Analyst

Some of the things you’ll do:

• Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives
• Deliver monthly and quarterly business reviews, translating complex data into clear recommendations that drive strategic decisions
• Develop predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators
• Forecast contact volume across all channels (phone, chat, email, SMS, porting, AI) and build capacity and staffing models accounting for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets
• Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction
• Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and revenue growth, partnering with Revenue and Finance teams
• Create scenario planning frameworks to support annual planning and strategic decision making

About you

• 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or related fields.
• 3+ years leading analytics teams, programs, or strategic initiatives.
• Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations.
• Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs.
• Strong business acumen with the ability to connect operational metrics to company outcomes.

Technical expertise:

• Advanced SQL and data modeling experience.
• Strong experience with BI and visualization platforms such as Mode, Tableau, Sigma, Looker, or Power BI.
• Experience working with large datasets and performing statistical analysis.
• Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics.
• Experience with experimentation, trend analysis, cohort analysis, and customer segmentation.
• Familiarity with AI performance analytics and automation reporting.

Nice to have:

• Experience in SaaS, telecommunications, contact center, or high-growth technology environments.
• Experience with Zendesk, Mode, Retool, Snowflake, or similar platforms.
• Knowledge of customer journey analytics, customer health scoring, and retention modeling.
• Experience partnering with Finance and Revenue Operations on planning and forecasting processes.
• Workforce management or capacity planning experience layered on top of strong analytics.

Who we are