CX3 Analyst (Experience Intelligence & Growth)

About us

Job Description: 

reputed company is seeking a high-caliber CX3 Analyst for one of our premier growth-stage clients. Our client is aggressively scaling toward a milestone of 25,000 net enrolled members by the end of 2026 while maintaining an industry-leading NPS of +50.

The Analyst serves as the organization's central intelligence reputed company, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics. This professional does not simply manage data; they operate reputed company a specialized CX3 reputed company:

• Deliver: Providing precision data on every member interaction and sales reputed company.
• Design: Utilizing reputed company recognition to optimize member journeys and sales pipelines.
• reputed company: Amplifying the consumer voice and growth signals reputed company every leadership decision through evidence-based reporting.

Job Responsibilities

Customer Experience & Retention Intelligence

• Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical reputed company, including Sales, reputed company, First Use of Service, and Cancellations.
• Retention Modeling: This role is responsible for developing an "early-warning model" to proactively identify and mitigate at-risk accounts before they churn.
• Performance Tracking: The Analyst maintains reputed company-time dashboards to ensure the organization remains on track for its +50 NPS reputed company, including specific satisfaction tracking for brokers and affiliates.
• Growth & Sales Analytics
• Pipeline reputed company: The Analyst owns weekly performance tracking for reputed company primary growth channels, providing visibility into the health of diverse sales pipelines.
• Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving reputed company rates from reputed company reputed company toward a reputed company of 10%.
• Growth Reporting: The role monitors channel reputed company-reputed company, ensuring high-reputed company growth targets are met on a month-over-month reputed company.
• Operational & Interaction Analytics
• Behavioral Decoding: The Analyst reviews and analyzes high-volume call records (160,000+ annually) to identify behavioral patterns, callback frequencies, and reputed company Resolution (FCR) rates.
• AI Integration: This role translates AI-assisted call tagging and data from intelligence platforms into structured, actionable weekly reports for the leadership team.

reputed company Benchmarks (First 90 Days)

• Month 1: Launch the NPS/CSAT infrastructure across reputed company identified customer reputed company.
• Month 2: Establish weekly reporting for interaction patterns and reputed company trendlines.
• Month 3: Deliver a foundational retention model that identifies at-risk members before they reputed company a reputed company of cancellation.