CX Insights Analyst

Gainwell Technologies LLC•Any city, OH

2d•$51,900 - $74,200•Remote

About The Position

We are seeking a CX Insights Analyst to help transform customer interactions into meaningful business insights. In this role, you'll analyze customer conversations, feedback, and operational data to identify trends, uncover root causes, and highlight opportunities to improve the overall customer experience. You'll work with a variety of data sources, including customer interactions, surveys, and operational metrics, to understand what customers are experiencing and why. We're looking for someone who is naturally curious, enjoys solving complex problems, and can connect data-driven findings to real business recommendations. This role is ideal for candidates with experience in Customer Experience (CX), Voice of Customer (VoC), contact center analytics, customer insights, interaction analytics, market research, or similar fields.

Requirements

Experience analyzing customer, operational, or experience-related data.
Strong analytical and problem-solving skills with a demonstrated 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.
Naturally curious with a passion for understanding customer behavior, customer needs, and business outcomes.

Nice To Haves

Customer Experience (CX)
Voice of Customer (VoC)
contact center analytics
customer insights
interaction analytics
market research

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 impact 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 the factors shaping the customer experience.
Leverage speech analytics, text analytics, and customer feedback platforms to uncover meaningful insights.
Develop actionable recommendations that 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.