Quo

About the role
We are looking for a Senior Customer Experience (CX) 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.
Some of the things you'll do:

• 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

About you

• 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.

Technical expertise:

• 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 have:

• 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.

Compensation
The annual base salary range for this position in the US is $119,000 - $140,000 USD, and in Canada is $119,000 - $140,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.
The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of Quo's total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.
Who we are
We're a remote-first company with a culture of trust, autonomy, and action. As we rapidly grow, we're intentionally building communities in a handful of hub cities while continuing to hire great talent wherever they happen to live. If you're looking for a place to do your best work, we'd love to hear from you.
And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. Quo is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.
We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI