CX Operations Analyst

Lexipol LLC•Frisco, TX

1d•Remote

About The Position

The Customer Experience (CX) Operations team at Lexipol is dedicated to providing customer-focused insights that inform strategic decision-making, optimize customer engagement, and enhance retention. Our team collaborates with other divisions within the larger CX organization, including Professional Services, Customer Support, and Solutions, while also working closely with partners in Sales and Product. We’re looking for a Data Analyst to develop data-driven insights and actionable analytics to drive success across the customer journey. This position is remote.

Requirements

5+ years in data analysis, ideally in customer experience or SaaS environments.
Strong proficiency in SQL, Power BI, Excel, Salesforce.
Bachelor’s degree in Data Analytics, Business, Statistics, Mathematics, or a related field.
Excellent communication skills, with a demonstrated ability to convey complex data insights to non-technical audiences and stakeholders.

Nice To Haves

Experience in Python or R (for forecasting and basic predictive modeling).

Responsibilities

Build, maintain, and optimize customer experience reports and dashboards using SQL, Power BI, Salesforce, and other analytics tools.
Conduct in-depth analysis of key CX metrics (e.g., Customer Satisfaction, NPS, Customer Effort Score) to inform improvement strategies.
Leverage forecasting and basic predictive modeling using Python or R (preferred) to anticipate trends in customer behavior and engagement.
Analyze diverse data sources, including customer journey data, Voice of the Customer (VOC) feedback, and product usage metrics, to identify pain points and opportunities.
Translate data into clear, compelling insights and visuals that support strategic decisions for the CX team and business stakeholders.
Present findings and recommendations to internal teams in a way that is accessible to both technical and non-technical audiences.
Collaborate with CX and cross-functional teams, including Customer Success, Sales, Product, and Marketing, to align data insights with customer journey improvements.
Partner with the Data Services team to manage data pipelines, ensuring data accuracy, accessibility, and alignment with reporting needs.
Contribute to developing and refining methodologies for customer health scoring, segmentation, and data visualization.
Identify opportunities for automating reporting processes to drive efficiency and scalability within CX Operations.