{"id":2558807,"url":"https://alion.io/job/ptpinc-customer-experience-analyst-remote","title":"Customer Experience Analyst - REMOTE","company":{"id":4423046,"name":"PTP","domain":"ptpinc.com","url":"https://alion.io/company/ptpinc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JobScore","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":167000,"period":"year","method":"role_country_seniority_unknown","sample_n":4769},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2024-03-21T17:42:12Z","employer_posted_date":"2026-05-04","last_verified_at":"2026-10-15T03:33:29Z","board_verified":true,"closed_at":null,"days_open":937,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":937},"description":"About Us:\n Customer Experience Analyst - REMOTE\nPTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are seeking a Customer Experience Analyst with fluent French or German language skills to optimize our clients’ traditional and generative IVR operations through in-depth data analysis. Using analytic discovery and evaluation, our Customer Experience Analysts champion the customer experience and provide clients with recommendations to reduce customer effort, offer effective self-solve options, streamline processes and reduce agent handling time. We are looking for a bright, enthusiastic, and motivated professional ready to collaborate with our team.\nKey Responsibilities\nCall Testing and Assurance: Evaluate the readiness of traditional IVR and generative AI agent systems by initiating simulated test calls and providing actionable feedback.\nCall Annotation: Perform detailed annotations to understand customer intents, evaluate AI comprehension, optimize self-service flows, and assess agent handling.\nAnalysis and Data Optimization: Analyze large datasets and conversational call flows to uncover trends, identify pain points and drive overall customer experience enhancements.\nReporting and Presentations: Translate data into clear, actionable insights and deliver compelling, data-driven presentations to stakeholders and executive teams.\nPlatform Management: Configure and maintain a 3rd party analytics tool to extract insights, monitor daily KPI dashboards, and proactively alert clients to unexpected metric fluctuations.\nCross-Functional Collaboration: Partner with Project Managers, Team Leads, and Professional Services to strategize and solve complex customer journey issues.\nRequirements\nWritten and spoken fluency in French or German\nStrong analytical and problem-solving abilities\nExpertise in summarizing, analyzing and pulling trends from complex datasets in Microsoft Excel, Google Sheets, Numbers or similar software\nFamiliarity with basic Excel formulas and the use of pivot tables\nExcellent verbal and written communication skills\nProficiency with building presentations in PowerPoint or Keynote\nExperience with delivering strong, focused presentations via phone, video or in person\nStrong attention to detail\nAbility to thrive and collaborate effectively in a fast-paced, remote team environment\nDesired Experience\nWorking in or collaborating with a contact center environment\nUnderstanding of user interface or conversational design concepts\nFamiliarity with conversational AI, 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