Senior Customer Experience Operations Analyst
RemoteHunter · United States
- Hybrid
- Full-time
- $140,000 / year
- United States
Job highlights
- Lead CX analytics strategy and reporting.
- Develop predictive models for customer insights.
- Forecast contact volume and plan capacity.
- Improve customer journeys and operational workflows.
- Quantify CX impact on revenue growth.
About the role
About Our Client
This organization operates within the customer experience and operations analytics space, addressing the challenge of transforming large volumes of customer, operational, and revenue data into actionable insights. By integrating data-driven strategies with operational and financial performance, the organization aims to enhance customer outcomes, operational efficiency, and business growth. The team is positioned at the intersection of customer experience, finance, and data analytics, with a focus on leveraging both human and AI-driven customer interactions.
About the Opportunity
The Senior Customer Experience Operations Analyst is responsible for building and leading the analytics function for Customer Experience. This role drives the CX data strategy, operational analytics, capacity planning, forecasting, and executive reporting. It plays a critical part in translating complex data into insights that improve customer satisfaction and operational workflows, while directly influencing company performance through data-driven decision-making.
Responsibilities
- Own the CX analytics strategy, including key performance indicators, reporting frameworks, and dashboards for leadership.
- Deliver monthly and quarterly business reviews with clear, data-driven recommendations.
- Develop predictive models to identify customer experience risks, bottlenecks, churn, and retention.
- Forecast contact volume across all channels and develop capacity and staffing models to meet service targets.
- Identify inefficiencies in customer journeys and operational workflows, partnering to redesign processes and measure improvements.
- Quantify the impact of CX initiatives on annual recurring revenue, customer lifetime value, and revenue growth.
- Create scenario planning frameworks to support annual planning and strategic decisions.
Requirements
- Over 7 years of experience in analytics, business intelligence, operations analytics, or customer operations.
- At least 3 years leading analytics teams, programs, or strategic initiatives.
- Experience supporting customer-facing organizations such as support, contact centers, or customer success.
- Proven success in building forecasting models, executive reporting, and operational analytics programs.
- Strong business acumen linking operational metrics to company outcomes.
- Advanced SQL and data modeling skills.
- Proficiency with BI and visualization tools like Mode, Tableau, Sigma, Looker, or Power BI.
- Experience with large datasets, statistical analysis, forecasting methodologies, workforce planning, and predictive analytics.
- Familiarity with experimentation, trend analysis, cohort analysis, customer segmentation, AI performance analytics, and automation reporting.
Pay Range and Compensation Package
The annual base salary range for this position is $119,000 - $140,000 USD, plus equity and benefits. Total compensation includes equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.
Equal Opportunity Statement
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
Key skills/competency
- Customer Experience Analytics
- Operations Analytics
- Data Strategy
- Forecasting
- Capacity Planning
- Executive Reporting
- Predictive Modeling
- Business Intelligence
- SQL
- Tableau
Skills & topics
- Customer Experience
- Operations Analytics
- Data Analysis
- BI
- SQL
- Forecasting
- Capacity Planning
- Predictive Modeling
- Senior Analyst
- Remote
How to get hired
- Tailor your resume: Highlight analytics, BI, and customer operations experience. Emphasize leadership and strategic initiative successes.
- Showcase technical skills: Detail your advanced SQL, data modeling, and BI tool proficiency (Tableau, Power BI, etc.).
- Demonstrate business acumen: Provide examples of linking operational metrics to business outcomes and revenue growth.
- Prepare for interviews: Be ready to discuss your experience building forecasting models and leading analytics programs.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the salary range for the Senior Customer Experience Operations Analyst role at RemoteHunter?
- The annual base salary for the Senior Customer Experience Operations Analyst position ranges from $119,000 to $140,000 USD, with additional compensation including equity and benefits.
- Is the Senior Customer Experience Operations Analyst role remote?
- Yes, the Senior Customer Experience Operations Analyst role is listed as remote. This allows candidates to work from various locations.
- What key responsibilities does a Senior Customer Experience Operations Analyst have at this company?
- The Senior Customer Experience Operations Analyst will own the CX analytics strategy, develop predictive models, forecast contact volumes, identify workflow inefficiencies, and quantify the impact of CX initiatives on revenue.
- What technical skills are required for the Senior Customer Experience Operations Analyst position?
- Required technical skills include advanced SQL, data modeling, proficiency with BI tools (Mode, Tableau, Sigma, Looker, Power BI), statistical analysis, forecasting, workforce planning, and predictive analytics.
- How many years of experience are needed for the Senior Customer Experience Operations Analyst job?
- This role requires over 7 years of experience in analytics, business intelligence, or operations analytics, with at least 3 years in a leadership capacity.
- What kind of benefits are offered for the Senior Customer Experience Operations Analyst role?
- The compensation package includes equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy, in addition to the base salary.
- Does RemoteHunter directly hire for the Senior Customer Experience Operations Analyst role?
- No, RemoteHunter is not the Employer of Record. They connect candidates with leading employers and guide them through the application process on the hiring company's platform.