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 (3)

13 open positions

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Customer Experience (CX) Analyst

5 months, 3 weeks ago

Philippines

Full-time

Mid Level

Customer Success

Data Science and Analytics

CRM Power BI Python R SQL Tableau

Apply Now

Trident BPO

staffing & recruiting

1-10

View All Jobs 13

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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