Senior Customer Experience Operations Analyst
$100,000–$120,000 year
Remote
Job Summary
Develop a phased CX Metrics dashboard strategy, delivering initial core metrics for Professional Services, Customer Success, Analyst Services, and Support functions. Investigate and map CX data across Salesforce, Gong, and proprietary systems to identify necessary fields and combinations. Partner with IT, Application, and Data Warehouse teams to access source data while owning the CX-layer logic for transformation and operational reporting. Perform hands-on data cleansing as an interim solution and design automated dashboard feeds that consolidate leading indicators into a single view. Become the go-to expert on data lineage and quality, proactively resolving integrity issues and documenting undocumented calculation methods. Share insights with CX leaders to surface trends and flag anomalies, while building a metrics catalog that standardizes definitions and refresh frequencies across all CCO functions.
Required Qualifications
- 3+ years of experience in analytics, business intelligence, or data-focused roles within Customer Experience, Customer Success, or SaaS 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 simple ETL logic to manage data as an interim solution for immediate business needs while the data warehouse team implements the long term strategy
- Strong working knowledge of Salesforce data architecture, reporting and dashboards
- Experience extracting, joining, and interpreting data from CRM and adjacent systems (e.g., Gong, Gainsight, proprietary platforms)
- Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and an understanding of how each metric drives outcomes
- Proven ability to work in situations where nobody has a clear answer
- 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 code, and draft documentation
- Strong communication skills
- Highly organized and self-directed
- Collaborative mindset with experience partnering across IT, Data Engineering, and business teams, while maintaining clear ownership boundaries appropriate to an operations role
- Candidates must be based in the Eastern Time Zone
Desired Qualifications
- The ideal candidate is curious, organized, and comfortable working in environments where data is messy and poorly documented
- They are motivated by turning scattered information into something business stakeholders can actually use
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