Job Description
What You’ll Do as the CX Analyst (Professional, Business Analysis)
As a Customer Experience Analyst, you serve as the analytical backbone for the Platform Services & Support (PSS) organization, transforming customer, operational, and behavioral data into insights that improve both customer outcomes and operational performance.
Key responsibilities
- Building and maintaining CX dashboards and recurring reporting to support PSS leadership and stakeholders
- Analyzing customer behavior, support trends, and journey performance across channels
- Monitoring and interpreting key CX and support KPIs, including CSAT, CES, MTTR, escalations, and repeat contacts
- Identifying predictive risk indicators, customer friction points, and emerging experience trends
- Supporting executive‑level reporting, QBRs, and business reviews with clear data storytelling
- Partnering with Journey Leads and cross‑functiona...