Senior Customer Experience Operations Analyst
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AI Summary
Lead the CX analytics function by owning data strategy, KPIs, and executive reporting to improve customer outcomes and operational efficiency. Develop predictive models and capacity planning frameworks to optimize staffing and measure the impact of AI and human interactions.
About the role
We are looking for a Sr. CX Ops Analyst to build and lead the analytics function for Customer Experience. This role will serve as the primary owner of CX data strategy, business intelligence, operational analytics, capacity planning, forecasting, and executive reporting.
You will transform large volumes of customer, operational, and revenue data into actionable insights that improve customer outcomes, increase operational efficiency, and drive business growth. You will partner closely with CX, Finance, and Data teams to ensure Customer Experience is both data-driven and directly connected to company performance.
As AI becomes increasingly embedded in the customer journey, this role will also establish the measurement frameworks necessary to evaluate and optimize both human and AI-driven customer interactions.
Some of the things you’ll do:
- Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives
- Deliver monthly and quarterly business reviews, translating complex data into clear recommendations that drive strategic decisions
- Develop predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators
- Forecast contact volume across all channels (phone, chat, email, SMS, porting, AI) and build capacity and staffing models accounting for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets
- Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction
- Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and revenue growth, partnering with Revenue and Finance teams
- Create scenario planning frameworks to support annual planning and strategic decision making
About you
- 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or related fields.
- 3+ years leading analytics teams, programs, or strategic initiatives.
- Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations.
- Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs.
- Strong business acumen with the ability to connect operational metrics to company outcomes.
Technical expertise:
- Advanced SQL and data modeling experience.
- Strong experience with BI and visualization platforms such as Mode, Tableau, Sigma, Looker, or Power BI.
- Experience working with large datasets and performing statistical analysis.
- Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics.
- Experience with experimentation, trend analysis, cohort analysis, and customer segmentation.
- Familiarity with AI performance analytics and automation reporting.
Nice to have:
- Experience in SaaS, telecommunications, contact center, or high-growth technology environments.
- Experience with Zendesk, Mode, Retool, Snowflake, or similar platforms.
- Knowledge of customer journey analytics, customer health scoring, and retention modeling.
- Experience partnering with Finance and Revenue Operations on planning and forecasting processes.
- Workforce management or capacity planning experience layered on top of strong analytics.
Compensation
The annual base salary range for this position is $119,000 - $140,000 USD, plus equity and benefits.
The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.
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