{"id":140353,"url":"https://alion.io/job/tridentgroup-customer-experience-cx-analyst","title":"Customer Experience (CX) Analyst","company":{"id":8802,"name":"Tridentgroup","domain":"tridentgroup.com","url":"https://alion.io/company/tridentgroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":88,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"CT","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":34000,"period":"year","method":"role_country_seniority_unknown","sample_n":12},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-04-16T00:00:00Z","employer_posted_date":"2026-04-16","last_verified_at":"2026-10-17T02:23:30Z","board_verified":true,"closed_at":null,"days_open":184,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":184},"description":"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.\nKey responsibilities include:\nDesign and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints.\nAnalyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns.\nBuild and maintain an early-warning retention model to identify and reduce preventable cancellations.\nMeasure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments.\nTrack and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members.\nDevelop weekly dashboards for quotes, enrollments, and conversion rates across product lines.\nAnalyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates.\nTranslate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.\nRequirements\nRequired Qualifications:\nBachelor’s degree\n3+ years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps)\nHands-on proficiency with SQL, Excel or Google Sheets, and Python or R\nExperience with CRM analytics tools (such as ActiveCampaign), call center analytics tools (such as Vonage), and data visualization tools (such as Tableau or Power BI)\nExperience building retention or churn models, including early-warning retention modeling\nExperience designing or managing an NPS measurement and analytics framework\nExperience presenting analytics insights and recommendations to executive leadership\nEnglish proficiency\nLegally authorized to work in the Philippines\nAvailable to work aligned to US Central Time (CT) business hours\nReliable high-speed internet, headset suitable for remote calls, and a quiet workspace for remote work\nPreferred Qualifications:\nBachelor’s degree in Marketing or Analytics\nExperience in SaaS, Insurance, or Fintech industries\nExperience working with OKRs (setting, tracking, or reporting)\nBenefits\nWork from home - complete all tasks remotely, no commuting required.\n Great company culture - collaborate with a supportive remote team.","description_format":"text","description_chars":2896,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Virtual Assistant Services"],"lifecycle":[{"event":"open","at":"2026-04-16T00:00:00Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.16,"p_room":0.28,"age_days":183,"expected_fill_days":27,"reasons":["conf:4","win:tail","crowd:"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tridentgroup-customer-experience-cx-analyst","json_url":"https://alion.io/job/tridentgroup-customer-experience-cx-analyst.json","meta":{"generated_at":"2026-10-17T05:47:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7834,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8802},"rest":"https://alion.io/mcp/rest/get_company?id=8802"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftridentgroup-customer-experience-cx-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftridentgroup-customer-experience-cx-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftridentgroup-customer-experience-cx-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tridentgroup-customer-experience-cx-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftridentgroup-customer-experience-cx-analyst"}]}