CX Insights Analyst

Gainwell Technologies LLC•Any city, OH

13d•$51,900 - $74,200•Remote

About The Position

The CX Insights Analyst transforms customer interactions into meaningful business insights. The role analyzes customer conversations, feedback, and operational data to identify trends, uncover root causes, and find opportunities to improve the customer experience. The analyst works with customer interactions, surveys, operational metrics, and other structured and unstructured data to understand what customers are experiencing and why. The position supports customer experience, employee experience, product experience, and operational insight projects. It is fully remote, with work-related travel of up to 25% of the time.

Requirements

Experience analyzing customer, operational, or experience-related data.
Strong analytical and problem-solving skills, including the ability to uncover root causes and identify meaningful insights.
Ability to identify trends, patterns, and emerging issues across multiple data sources.
Experience translating data, observations, and customer feedback into actionable business recommendations.
Strong written and verbal communication skills.
Ability to manage multiple priorities and work independently.
Curiosity and interest in understanding customer behavior, customer needs, and business outcomes.

Nice To Haves

Experience in Customer Experience (CX), Voice of Customer (VoC), contact center analytics, customer insights, interaction analytics, market research, or a similar field.

Responsibilities

Analyze customer feedback and interactions across the end-to-end customer journey, including calls, chats, emails, surveys, and other feedback channels, to identify trends, pain points, and opportunities for improvement.
Identify customer pain points, recurring issues, and process breakdowns that affect the customer experience.
Investigate root causes behind customer effort, dissatisfaction, and repeat contacts.
Identify top contact drivers and emerging customer journey friction points affecting the overall customer experience.
Detect emerging trends, risks, compliance concerns, and opportunities using structured and unstructured data.
Connect customer feedback, interaction data, and operational metrics to understand factors shaping the customer experience.
Use speech analytics, text analytics, and customer feedback platforms to uncover meaningful insights.
Develop actionable recommendations to improve customer experience, operational performance, and business outcomes.
Create reports, dashboards, and visualizations to communicate findings effectively.
Collaborate with business partners to understand challenges and support data-driven decision making.
Contribute to customer experience, operational improvement, and customer listening initiatives.
Support customer experience, employee experience, product experience, and operational insight projects as needed.