Customer Experience (CX) Analyst - Remote

Overview

Trident is a leading provider of virtual assistant services, empowering busy professionals to streamline their administrative and operational workloads. As we scale toward our ambitious goal of 25,000 net members by the end of 2026, we are seeking a Customer Experience (CX) Analyst to join our remote team in the Philippines. This role is pivotal in shaping member journeys, optimizing retention, and driving growth through actionable analytics. You will report directly to the Experience Champion & OKR Program Owner and serve as the voice of the member, translating complex data into strategic recommendations for leadership.

In Short

• Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Analyze over 160,000 annual call records and member journey data.
• Build and maintain an early-warning retention model.
• Measure and report on service performance across various segments.
• Track and report on growth objectives toward 25,000 net members.
• Develop weekly dashboards for quotes, enrollments, and conversion rates.
• Analyze partner and broker channel performance against enrollment targets.
• Translate analytics into actionable journey improvements.

Requirements

• Experience in customer experience analytics.
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools and techniques.
• Ability to translate data into strategic recommendations.
• Excellent communication skills.

Benefits

• Work remotely from anywhere in the Philippines.
• Opportunity to contribute to a growing company.
• Engage in meaningful work that impacts customer satisfaction.