Customer Experience Analyst

🕒 April 16

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Trident BPO

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Trident BPO is a business process outsourcing provider that delivers customer support, contact center services, and back-office processing to companies across industries. It helps organizations reduce costs, scale operations, and improve service quality through trained agents, technology-enabled workflows, and performance management.

📋 Description

• 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.

🎯 Requirements

• Bachelor’s degree • 3+ years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps) • Hands-on proficiency with SQL, Excel or Google Sheets, and Python or R • Experience with CRM analytics tools (such as ActiveCampaign), call center analytics tools (such as Vonage), and data visualization tools (such as Tableau or Power BI) • Experience building retention or churn models, including early-warning retention modeling • Experience designing or managing an NPS measurement and analytics framework • Experience presenting analytics insights and recommendations to executive leadership • English proficiency • Legally authorized to work in the Philippines • Available to work aligned to US Central Time (CT) business hours • Reliable high-speed internet, headset suitable for remote calls, and a quiet workspace for remote work • Bachelor’s degree in Marketing or Analytics (Preferred Qualification) • Experience in SaaS, Insurance, or Fintech industries (Preferred Qualification) • Experience working with OKRs (setting, tracking, or reporting) (Preferred Qualification)

🏖️ Benefits

• Work from home - complete all tasks remotely, no commuting required. • Great company culture - collaborate with a supportive remote team.