Senior Analyst, Customer Experience Analytics

**Role Summary/Purpose:**

The Senior Analyst, Customer Experience Analytics role will be responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role will partner cross-functionally and work closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. The ability to handle multiple projects at once, thrive in a fast-paced environment, and effectively communicate to leadership are critical to success in this role.

**Essential Responsibilities:**

+ Own end-to-end analytics delivery: Translate business questions into analytic approach, build/validate datasets from disparate sources, perform analysis, and deliver actionable recommendations.
+ Lead root-cause investigations on operational performance shifts (e.g., increases in handle time, contact drivers, etc.).
+ Influence adoption: Align stakeholders on actions, quantify expected...