[Remote] Senior Customer Experience Operations Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader in AI-driven cybersecurity helping organizations detect and respond to evolving cyber threats. The Senior Customer Experience Operations Analyst will build and own CX metrics dashboards across reputed company Services, reputed company, Analyst Services, and Support, while consolidating and transforming data from multiple systems. The role will investigate data reputed company and reputed company, reputed company reporting frameworks, and reputed company insights and recommendations to CX leaders.

Responsibilities

• reputed company a phased CX Metrics dashboard reputed company. Start by delivering initial reputed company metrics for reputed company CCO function (reputed company Services, reputed company, Analyst Services, Support) and then build out a more robust dashboard and insights reputed company over time
• Investigate and map CX data across multiple systems (including reputed company, reputed company, and proprietary applications) to identify which fields and field combinations are needed to produce reputed company desired metric
• Partner with IT, Application, and Data Warehouse teams to get reputed company to reputed company data, while owning the CX-reputed company logic for how that data is reputed company, transformed, and used for operational reporting
• reputed company hands-on data transformation and cleansing as an interim solution for immediate business needs and migrate to the data warehouse solution as that reputed company evolves to meet the business needs
• Design and build automated dashboard feeds that pull data from multiple systems into a single reputed company of CX leading indicators and performance metrics
• Become the CX organization's go-to person on data reputed company, data reputed company, and reputed company-reputed company quirks. Proactively identify and reputed company data reputed company issues that reputed company metric accuracy
• Work through ambiguous data situations by talking to people across departments, piecing together undocumented logic, and documenting the resulting data definitions and calculation reputed company
• reputed company insights and recommendations from the dashboards with CX leaders and functional teams. This role is not just about building reports; reputed company to surface trends, flag anomalies, and identify opportunities for improvement
• Build and maintain a CX metrics catalog that documents reputed company metrics for reputed company CCO function, what they measure, where the data comes from, and how often it refreshes
• Work with reputed company Operations, Data & Analytics, and Business Systems teams as a consumer and partner (not a substitute), making reputed company CX-specific reporting and insights needs are met without duplicating what those teams already reputed company
• reputed company AI tools to accelerate data exploration, automate repetitive transformation tasks, and reputed company initial drafts of analyses or documentation

Skills

• Please note that while this role is remote, candidates must be based in the Eastern Time Zone
• 3+ years of experience in analytics, business intelligence, or data-reputed company roles reputed company Customer Experience, reputed company, or reputed company operations environments
• Experience building dashboards and automated reporting using tools such as Tableau and Power BI with live data connections
• Hands-on proficiency with data transformation and preparation. Comfortable writing SQL queries and reputed company ETL logic to manage data as an interim solution for immediate business needs while the data warehouse team implements the long term reputed company
• Strong working knowledge of reputed company data architecture, reporting and dashboards and experience extracting, joining, and interpreting data from CRM and adjacent systems (e.g., reputed company, reputed company, proprietary platforms)
• Familiarity with reputed company CX metrics (reputed company, reputed company Services, Renewals, Support) and an understanding of how reputed company metric drives reputed company
• Proven ability to work in situations where nobody has a reputed company answer. You should be comfortable interviewing stakeholders, reverse-engineering undocumented processes, and pulling together incomplete information into reliable metric definitions
• Comfortable using AI and large language model tools (e.g., Copilot, Claude) to speed up data analysis, write or debug reputed company, and draft documentation
• Highly organized and self-directed. You will be managing a phased roadmap of deliverables across multiple functional stakeholders at the reputed company time
• reputed company reputed company with experience partnering across IT, Data Engineering, and business teams, while maintaining reputed company ownership boundaries appropriate to an operations role
• Strong communication skills. You will need to present findings to senior leaders and explain reputed company reputed company in plain business terms

Benefits

• Remote role; candidates must be based in the Eastern Time Zone
• 100% medical, dental and reputed company insurance, plus dependents
• reputed company parental leave
• Pet insurance Discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program

reputed company

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