CX3 Analyst (Experience Intelligence & Growth)

Summary

About usJob Description:Trident is seeking a high-caliber CX3 Analyst for one of our premier growth-stage clients. Our client is aggressively scaling toward a milestone of 25,000 net enrolled members by the end of 2026 while maintaining an industry-leading NPS of +50.The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics. This professional does not simply manage data; they operate within a specialized CX3 Framework:Deliver: Providing precision data on every member interaction and sales motion.Design: Utilizing pattern recognition to optimize member journeys and sales pipelines.Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting.Job ResponsibilitiesCustomer Experience & Retention IntelligenceInfrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints, including Sales, Onboarding, First Use of Service, and Cancellations.Retention Modeling: This role is responsible for developing an “early-warning model” to proactively identify and mitigate at-risk accounts before they churn.Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target, including specific satisfaction tracking for brokers and affiliates.Growth & Sales AnalyticsPipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels, providing visibility into the health of diverse sales pipelines.Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%.Growth Reporting: The role monitors channel ramp-ups, ensuring high-priority growth targets are met on a month-over-month basis.Operational & Interaction AnalyticsBehavioral Decoding: The Analyst reviews and analyzes high-volume call records (160,000+ annually) to identify behavioral patterns, callback frequencies, and First Call Resolution (FCR) rates.AI Integration: This role translates AI-assisted call tagging and data from intelligence platforms into structured, actionable weekly reports for the leadership team.Success Benchmarks (First 90 Days)Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints.Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines.Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.Professional Experience: 3–5 years of experience in CX analytics, business intelligence, or revenue operations.Technical Expertise: * Demonstrated proficiency in SQL and advanced data visualization (Tableau, Power BI, or Looker).Advanced skills in Excel and Google Sheets.Familiarity with CRM ecosystems (e.g., ActiveCampaign/Salesforce) and telecommunications data environments.Strategic Mindset: The candidate must have the ability to extract high-level “signals” from complex, multi-source data sets and translate them into executive-level narratives.Industry Knowledge: Previous experience in the insurance, health benefits, or employee benefits sectors is highly preferred.Additional RequirementsCan commit to work for 40 hrs work weekFlexibility to work in U.S. time zones, Monday to FridayAble to maintain a distraction-free home office setup.Possess a laptop/desktop meeting minimum specifications: 8GB RAM, i5 operating system.Able to maintain a distraction-free home office setup.Dual monitor is a plusReliable high-speed internet connection (minimum 15 MBPS).Monthly salary of $2000.Observe US HolidaysUp to 12 Paid Time Off days per year100% Remote Work: Embrace the flexibility of a work-from-home arrangement, allowing you to create a comfortable and efficient workspace in your own home.#J-18808-Ljbffr

Job Description

About usJob Description:Trident is seeking a high-caliber CX3 Analyst for one of our premier growth-stage clients. Our client is aggressively scaling toward a milestone of 25,000 net enrolled members by the end of 2026 while maintaining an industry-leading NPS of +50.The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics. This professional does not simply manage data; they operate within a specialized CX3 Framework:Deliver: Providing precision data on every member interaction and sales motion.Design: Utilizing pattern recognition to optimize member journeys and sales pipelines.Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting.Job ResponsibilitiesCustomer Experience & Retention IntelligenceInfrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints, including Sales, Onboarding, First Use of Service, and Cancellations.Retention Modeling: This role is responsible for developing an “early-warning model” to proactively identify and mitigate at-risk accounts before they churn.Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target, including specific satisfaction tracking for brokers and affiliates.Growth & Sales AnalyticsPipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels, providing visibility into the health of diverse sales pipelines.Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%.Growth Reporting: The role monitors channel ramp-ups, ensuring high-priority growth targets are met on a month-over-month basis.Operational & Interaction AnalyticsBehavioral Decoding: The Analyst reviews and analyzes high-volume call records (160,000+ annually) to identify behavioral patterns, callback frequencies, and First Call Resolution (FCR) rates.AI Integration: This role translates AI-assisted call tagging and data from intelligence platforms into structured, actionable weekly reports for the leadership team.Success Benchmarks (First 90 Days)Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints.Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines.Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.Professional Experience: 3–5 years of experience in CX analytics, business intelligence, or revenue operations.Technical Expertise: * Demonstrated proficiency in SQL and advanced data visualization (Tableau, Power BI, or Looker).Advanced skills in Excel and Google Sheets.Familiarity with CRM ecosystems (e.g., ActiveCampaign/Salesforce) and telecommunications data environments.Strategic Mindset: The candidate must have the ability to extract high-level “signals” from complex, multi-source data sets and translate them into executive-level narratives.Industry Knowledge: Previous experience in the insurance, health benefits, or employee benefits sectors is highly preferred.Additional RequirementsCan commit to work for 40 hrs work weekFlexibility to work in U.S. time zones, Monday to FridayAble to maintain a distraction-free home office setup.Possess a laptop/desktop meeting minimum specifications: 8GB RAM, i5 operating system.Able to maintain a distraction-free home office setup.Dual monitor is a plusReliable high-speed internet connection (minimum 15 MBPS).Monthly salary of $2000.Observe US HolidaysUp to 12 Paid Time Off days per year100% Remote Work: Embrace the flexibility of a work-from-home arrangement, allowing you to create a comfortable and efficient workspace in your own home.#J-18808-Ljbffr