Note: The job is a remote job and is open to candidates in USA. QUO is seeking a Senior Customer Experience Operations Analyst to build and lead the analytics function for Customer Experience. This role will focus on transforming customer and operational data into actionable insights to improve customer outcomes and drive business growth, while collaborating closely with various teams to ensure a data-driven approach to customer experience.
Responsibilities
- 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
Skills
- 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
- 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
- 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
Benefits
- Equity
- Extensive medical coverage
- A monthly lifestyle stipend
- A flexible PTO policy
Company Overview