Customer Experience (CX) Analyst

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Experience (CX) Analyst based in the United States.

The Customer Experience (CX) Analyst will help improve customer support experiences by turning feedback and operational data into actionable insights. In this full-time, remote project-based role, you will lead voice-of-customer measurement and analyze customer interactions across multiple support channels. You will identify trends, friction points, and root causes through surveys, open-text feedback, and ticket data. By building clear dashboards, mapping customer journeys, and conducting research, you will help teams understand where improvements will have the greatest impact. You will collaborate with support, product, content, and analytics teams to turn recommendations into practical changes and measure their effectiveness. The role also offers opportunities to apply AI and large language model tools to enhance research, insight generation, and self-service capabilities.

Accountabilities

Own and analyze voice-of-customer programs and experience metrics, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS), across support channels.

Analyze survey responses, open-text feedback, and ticket or case data to identify trends, customer pain points, and underlying causes.

Develop dashboards, reports, and visualizations that communicate the end-to-end customer support experience clearly.

Map customer support journeys to identify friction and improvement opportunities across processes, tools, and content.

Prioritize customer experience improvements and track recommendations through implementation, measuring their impact.

Design and conduct customer research, including interviews and surveys, to understand customer needs and evaluate changes.

Partner with support, product and tooling, content, and analytics teams to implement recommendations and close the customer feedback loop.

Explore and apply AI and LLM tools to support open-text analysis, research synthesis, insight generation, and self-service initiatives.

Requirements:

At least 4 years of experience in customer experience, customer insights, analytics, research, or a related analytical role.

Ability to design and conduct customer research through surveys and interviews and translate findings into actionable insights.

Working knowledge of customer journey mapping and experience or service design methodologies.

Familiarity with voice-of-customer approaches, experience measurement, and survey design, including CSAT, CES, and NPS.

Strong analytical skills and experience working with survey data, support tickets, case data, and qualitative feedback.

Ability to create clear, effective reports, dashboards, and data visualizations for operational teams and leadership.

Familiarity with applying AI and large language model tools to customer experience use cases, such as feedback analysis, research synthesis, insight generation, or self-service.

High school diploma or GED.

Strong communication and collaboration skills, with the ability to present findings and recommendations clearly to different stakeholders.

Benefits:

Hourly compensation of $58–$68 USD, depending on work location, skills, experience, and other relevant factors.

Medical, dental, and vision coverage.

Long-term disability coverage.

401(k) retirement plan.

Paid time off.

Access to learning resources and professional development opportunities.

Local project-based work designed to reduce or eliminate significant travel requirements.

Full-time remote work arrangement.