CX3 Analyst – Experience Intelligence, Growth

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🕒 April 20

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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

• 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. • 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. • Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints. • 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. • Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels. • 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. • Behavioral Decoding: The Analyst reviews and analyzes high-volume call records to identify behavioral patterns. • AI Integration: This role translates AI-assisted call tagging and data into structured, actionable weekly reports for the leadership team. • 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.

🎯 Requirements

• 3–5 years of experience in CX analytics, business intelligence, or revenue operations. • 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. • The candidate must have the ability to extract high-level "signals" from complex, multi-source data sets and translate them into executive-level narratives. • Previous experience in the insurance, health benefits, or employee benefits sectors is highly preferred. • Can commit to work for 40 hrs work week • Flexibility to work in U.S. time zones, Monday to Friday • Able 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 plus • Reliable high-speed internet connection (minimum 15 MBPS).

🏖️ Benefits

• Monthly salary of $2000. • Observe US Holidays • Up to 12 Paid Time Off days per year • 100% Remote Work: Embrace the flexibility of a work-from-home arrangement, allowing you to create a comfortable and efficient workspace in your own home.