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Customer Experience (CX) Analyst

4 months ago
Philippines
Full-time
Mid Level
Customer Success
Data Science and Analytics
CRM Power BI Python R SQL Tableau
Apply Now
Trident BPO

Trident BPO

We are a best-in-class business process outsourcing recruiting company. We help entrepreneurs and small businesses meet their staffing/operational needs at a fraction of the cost. This includes -Marketing -Customer service -Virtual assistants -Sales -Technology Support -Analytics -Customized Staffing

staffing & recruiting
1-10
View All Jobs 15

Description

  • Design and manage the analytics framework for NPS and CSAT across six primary member touchpoints.
  • Analyze annual call records and member journey data to identify friction points and behavioral patterns.
  • Build and maintain an early-warning retention model to reduce preventable cancellations.
  • Measure and report on service performance across Member, Broker, Group, and Affiliate segments.
  • Track growth objectives, including channel-specific ramps and progress toward 25,000 net members.
  • Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines.
  • Analyze partner and broker channel performance against monthly enrollment targets.
  • Monitor Broker NPS and conversion rate improvements over time.
  • Translate analytics into actionable journey improvements and pipeline optimizations.
  • Advise leadership with data-backed recommendations to support key results.

Requirements

  • Bachelor’s degree required; a degree in Marketing or Analytics is preferred.
  • 3+ years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps).
  • Hands-on proficiency with SQL, Excel or Google Sheets, and Python or R.
  • Experience with CRM analytics tools such as ActiveCampaign, call center analytics tools such as Vonage, and data visualization tools such as Tableau or Power BI.
  • Experience building retention or churn models, including early-warning retention modeling.
  • Experience designing or managing an NPS measurement and analytics framework.
  • Experience presenting analytics insights and recommendations to executive leadership.
  • Strong English proficiency.
  • Legally authorized to work in the Philippines.
  • Available to work aligned to US Central Time (CT) business hours.
  • Reliable high-speed internet, a headset suitable for remote calls, and a quiet workspace for remote work.
  • Experience in SaaS, Insurance, or Fintech industries is preferred.
  • Experience working with OKRs, including setting, tracking, or reporting, is preferred.

Benefits

  • Work from home with fully remote responsibilities and no commuting required.
  • Supportive remote team and collaborative company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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