Customer Experience Analyst

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🔥 3 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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PTP

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

💼 Consulting

🤖 Artificial Intelligence

🤝 B2B

Consulting • Artificial Intelligence • B2B

PTP is a customer-experience consulting and services firm that helps brands design, select, and implement AI-driven solutions for contact centers and self-service channels. They provide AI strategy and readiness assessment, vendor evaluation and selection, human+AI experience design, implementation and change management, and measurement/continuous improvement to deploy agentic AI, generative tools, intelligent automation, and next‑gen voice platforms while preserving empathy and human trust.

📋 Description

• Evaluate the readiness of traditional IVR and generative AI agent systems by initiating simulated test calls and providing actionable feedback. • Perform detailed annotations to understand customer intents, evaluate AI comprehension, optimize self-service flows, and assess agent handling. • Analyze large datasets and conversational call flows to uncover trends, identify pain points and drive overall customer experience enhancements. • Translate data into clear, actionable insights and deliver compelling, data-driven presentations to stakeholders and executive teams. • Configure and maintain a 3rd party analytics tool to extract insights, monitor daily KPI dashboards, and proactively alert clients to unexpected metric fluctuations. • Partner with Project Managers, Team Leads, and Professional Services to strategize and solve complex customer journey issues.

🎯 Requirements

• Written and spoken fluency in French or German • Strong analytical and problem-solving abilities • Expertise in summarizing, analyzing and pulling trends from complex datasets in Microsoft Excel, Google Sheets, Numbers or similar software • Familiarity with basic Excel formulas and the use of pivot tables • Excellent verbal and written communication skills • Proficiency with building presentations in PowerPoint or Keynote • Experience with delivering strong, focused presentations via phone, video or in person • Strong attention to detail • Ability to thrive and collaborate effectively in a fast-paced, remote team environment