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Trident

Customer Experience (CX) Analyst

Customer Experience (CX) Analyst Trident is a leading provider of virtual assistant services ... Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction ...

Boulevard

Revenue Enablement Manager (CX)

Use learning analytics and CX performance data-including time-to-productivity, CSAT, NPS, churn ... Partner with CX managers to coach, reinforce, and sustain core skills including onboarding ...

VML

Senior Project Manager- CX

Detroit, MI

VML is in search of a SENIOR PROJECT MANAGER - CX What you'll do: Contribute to the strategy ... Strong analytical skills: Ability to analyze website data, identify trends, and make data-driven ...

Ascend Bank

Digital Lending & CX Analyst

Wallingford, CT · On-site

$98K - $116K/yr

POSITION DESCRIPTION: The Digital Lending & Customer Experience (CX) Analyst is a ... Proactively manage borrower and dealer communications and application pipelines: document requests ...

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GitLab

Senior Manager, CX Services Operations

An overview of this role As a Senior Manager, CX Services Operations at GitLab, you will lead the ... Partner with Revenue Analytics to deliver reporting and data views that connect team performance to ...

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Customer Experience (CX) Analyst

Customer Experience (CX) Analyst

Trident

Remote

Other

Posted 8 days ago

Key responsibilities

  • Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints.

  • Analyze call records and member journey data to identify friction points and behavioral patterns.

  • Build and maintain an early-warning retention model to identify and reduce preventable cancellations.

Job description

Customer Experience (CX) Analyst

Trident is a leading provider of virtual assistant services, empowering busy professionals to streamline their administrative and operational workloads. As we scale toward our ambitious goal of 25,000 net members by the end of 2026, we are seeking a Customer Experience (CX) Analyst to join our remote team in the Philippines. This role is pivotal in shaping member journeys, optimizing retention, and driving growth through actionable analytics. You will report directly to the Experience Champion & OKR Program Owner and serve as the voice of the member, translating complex data into strategic recommendations for leadership. Key responsibilities include:

  • Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints.
  • Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns.
  • Build and maintain an early-warning retention model to identify and reduce preventable cancellations.
  • Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments.
  • Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members.
  • Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines.
  • Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates.
  • Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.

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