Senior Customer Experience Operations Analyst

Quo•Remote - United States,

1d•$119,000 - $140,000

About The Position

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.

Requirements

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.
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 Haves

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.

Responsibilities

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