Operations Data Analyst (CXM)

CX Operations Data Analyst

The CX Operations Data Analyst will play a crucial role in driving operational efficiency, service excellence, and data-driven decision-making across all customer experience (CX) channels and vendor operations. The role will serve as the go-to expert for CX data insights—covering performance trends, SLA adherence, automation efficiency, and customer experience quality. Data insights will inform strategy, optimize team and vendor performance, and identify opportunities for continuous improvement, directly contributing to CX operations success.

Roles and Responsibilities

Data Analysis & Reporting

1. Analyze CX Performance: Collect, monitor, and analyze large datasets related to CX operations across all channels (chat, email, hotline, in-app, and vendor operations), including SLA performance, AHT, backlog trends, quality scores, automation performance, and customer satisfaction (CSAT/NPS).
2. Generate Insights: Use data to uncover root causes, trends, and improvement opportunities, providing actionable insights to optimize agent, team, and vendor performance.
3. Build Dashboards and Reports: Design and maintain automated dashboards in Google Sheets or BI tools visualizing CX health, operational KPIs, vendor scorecards, and escalation trends.
4. Conduct Ad-Hoc Analysis: Support leadership and governance teams with in-depth data analysis for incident reviews, RCA validations, risk monitoring, and governance reviews.
5. Forecast and Model: Develop models to forecast volumes, staffing needs, and SLA risk exposure, enabling proactive operational planning and vendor management.
6. Stakeholder Reporting: Present findings and recommendations to CX Operations, Governance, and Vendor Management stakeholders in a clear and data-driven manner.

Collaboration & Process Improvement

1. Cross-Functional Collaboration: Work closely with CX Governance, Vendor Management, QA, Automation, and Product teams to ensure alignment of data definitions, performance tracking, and process improvements.
2. Process Optimization: Identify automation opportunities within reporting and insights generation; streamline data pipelines and manual trackers using Google Apps Script or API integrations.
3. Data Integrity & Compliance: Ensure consistent data accuracy and governance by validating input sources and coordinating with internal and external teams for data correction or validation.
4. Ad-Hoc Initiatives: Support operational initiatives, incident management analysis, and governance reviews with data-driven evidence and reporting insights.

Experience & Skills:

1. Proven experience in data analysis, operations analytics, or business intelligence within customer experience (CX), operations, or shared services environments.
2. Proficiency in data tools such as SQL, Python, Google Sheets (Apps Script), or BI visualization tools (e.g., Tableau, Data Studio).
3. Strong understanding of CX operations metrics, SLA management, and vendor governance frameworks.
4. Excellent analytical, communication, and presentation skills, with the ability to translate data insights into actionable recommendations.
5. Experience in automating reports and dashboards and managing large-scale operational datasets preferred.

QUALIFICATIONS

Education:

• Bachelors degree in Business Analytics, Statistics, Mathematics, Economics, or related quantitative or business field. A Masters degree is a plus.