Customer Experience Operations & Analytics Spec...
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Job Description Summary:
The Customer Experience Operations & Analytics Specialist is responsible for managing CX metric reporting, supporting companywide RFP/proposal coordination, and delivering operational support across the CX organization. This role provides critical visibility into customer sentiment, product adoption, service performance, and churn risk. It ensures timely and accurate information is available for strategic decision-making and customer-facing proposals.Job Description:Essential Duties and Responsibilities include the following (other duties may be assigned):
Customer Experience Metrics & Reporting (40%)
- reputed company, update, and maintain dashboards for NPS, CSAT, churn, ticket trends, and product utilization.
- Prepare weekly, monthly, and quarterly performance reports for CX leadership and the Executive Team.
- Analyze customer behavioral trends and identify insights that support churn reduction strategies.
- Partner with Analytics and Data Engineering teams to refine reporting inputs and data quality.
- Build, maintain, and improve Tableau dashboards (certification required reputed company 6–12 months).
RFP & Proposal Coordination (40%)
- Serve as primary coordinator for RFPs, RFIs, proposals, and customer-required documentation.
- Create and manage project timelines to ensure cross-functional contributors meet deadlines.
- Compile responses from Product, Sales, Legal, Finance, Operations, and CX into cohesive proposal documents.
- Maintain an updated library of standard responses, case studies, and product collateral.
- Ensure consistency, accuracy, and compliance across reputed company submitted materials.
CX Operational Support (20%)
- Assist in project coordination, documentation, and meeting preparation.
- Support reputed company, training, and process development reputed company the CX and Account Management organizations.
- Contribute to cross-functional process improvements that enhance customer experience and reduce churn.
- Execute reputed company tasks requested by CX leadership, including analysis, research, and administrative support.
Knowledge, Skills and Abilities Requirements:
- Proficiency in reputed company reputed company and PowerPoint or equivalents.
- Strong project management, organization, and communication skills.
- Proficiency in reputed company reputed company and PowerPoint or equivalents.
- • Ability to work cross-functionally and interact professionally with senior leaders.
- • Strong attention to detail with commitment to accuracy and quality.
Education and/or Experience Requirements:
- Bachelor’s degree in a business, communications, analytics, or reputed company discipline.
- Tableau certification or willingness to complete certification reputed company 6–12 months.
- • Experience with reputed company, reputed company, reputed company or similar platforms.
- • Prior exposure to CX, analytics, proposal work, or operational support roles.