CX Analyst

FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

About the Opportunity

The CX Analyst builds FASHIONPHILE’s Voice of the Customer infrastructure from the ground up, architecting the survey methodology, sampling strategy, and focus group programs, and turns hundreds of thousands of client interactions into a single, statistically defensible signal that drives decisions across CX leadership, Digital, Marketing, Retail, and Operations via monthly insights reports. Responsibilities include: 

• Own CSAT and NPS measurement across core journey moments (post-purchase, post-appointment, post-quote acceptance, post-payout, post-service), including trend analysis, significance testing, and driver analysis.

•  Produce monthly executive-ready CX reports; analyze root causes of escalations, refunds, and low-CSAT moments (thematic coding, cohort comparison) and translate findings into prioritized, quantified recommendations.

• Architect and continuously improve the end-to-end VoC program: survey instrument design, sampling methodology, trigger logic, data collection, and focus group programs.

• Use Quantum Metric to review session replays, surfacing rage clicks, drop-off points, and friction patterns, and correlate findings against VoC/CSAT data to validate root cause.

• Build and maintain client journey maps across Shopper, Seller, and Circular segments; identify the highest-friction and highest-emotion moments and connect them to VoC, CSAT, and session-replay evidence.

• Maintain and optimize the Qualtrics instance (dashboards, Text IQ, XM Directory, automated workflows); partner with Data Science on segment migration analytics and loyalty program measurement.

What We’re Looking For

• Bachelor’s Degree in Data Science, statistics, market research, business analytics, psychology, or equivalent practical field or equivalent experience

• 3+ years in CX analytics, customer research, or a closely related insights role.

• Experience with Qualtrics, BI tools (QuickSight, Tableau, or equivalent), and digital experience analytics tools 

• Qualtrics power user, fluent in QuickSight, Quantum Metric preferred 

What We Offer

• Medical, Dental and Vision Coverage 

• FSA options for Medical, Dependent Care & Commuter Benefits 

• Paid Time off, Paid Sick Time, and Paid Holidays 

• 401(k) with generous match program 

• Free Life Insurance and AD&D

• Long Term Disability Insurance

• Employee Discount

Payscale: FASHIONPHILE reasonably expects the range to be $65,000-$75,000 for this position in our remote location and offers an Annual Bonus Opportunity aligned to our Supervisor level. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.