Customer Experience Operations & Analytics Specialist
Job Description: • Develop, update, and maintain dashboards for NPS, CSAT, churn, ticket trends, and product utilization. • Prepare weekly, monthly, and quarterly performance reports for CX leadership and the Executive Team. • Analyze customer behavioral trends and identify insights that support churn reduction strategies. • Partner with Analytics and Data Engineering teams to refine reporting inputs and data quality. • Build, maintain, and improve Tableau dashboards (certification required within 6–12 months). • Serve as primary coordinator for RFPs, RFIs, proposals, and customer-required documentation. • Create and manage project timelines to ensure cross-functional contributors meet deadlines. • Compile responses from Product, Sales, Legal, Finance, Operations, and CX into cohesive proposal documents. • Maintain an updated library of standard responses, case studies, and product collateral. • Ensure consistency, accuracy, and compliance across all submitted materials. • Assist in project coordination, documentation, and meeting preparation. • Support onboarding, training, and process development within the CX and Account Management organizations. • Contribute to cross-functional process improvements that enhance customer experience and reduce churn. • Execute ad hoc tasks requested by CX leadership, including analysis, research, and administrative support. Requirements: • Proficiency in Microsoft Excel and PowerPoint or equivalents. • Strong project management, organization, and communication skills. • Ability to work cross-functionally and interact professionally with senior leaders. • Strong attention to detail with commitment to accuracy and quality. • Bachelor's degree in a business, communications, analytics, or related discipline. • Tableau certification or willingness to complete certification within 6–12 months. • Experience with Salesforce, Gainsight, ZoomInfo or similar platforms. • Prior exposure to CX, analytics, proposal work, or operational support roles. Benefits: • Equal opportunity employer • Commitment to diversity and inclusion in the workplace Apply tot his job