CX3 Analyst (Experience Intelligence & Growth)

About us

Job Description:

Trident is seeking a high-caliber CX3 Analyst for one of our premier growth-stage clients. Our client is aggressively scaling toward a milestone of 25,000 net enrolled members by the end of 2026 while maintaining an industry-leading NPS of +50.

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. This professional does not simply manage data; they operate within a specialized CX3 Framework:

• 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.

Job Responsibilities

Customer Experience & Retention Intelligence

• Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints, including Sales, Onboarding, First Use of Service, and Cancellations.
• 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, including specific satisfaction tracking for brokers and affiliates.
• Growth & Sales Analytics
• Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels, providing visibility into the health of diverse sales pipelines.
• 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, ensuring high-priority growth targets are met on a month-over-month basis.
• Operational & Interaction Analytics
• Behavioral Decoding: The Analyst reviews and analyzes high-volume call records (160,000+ annually) to identify behavioral patterns, callback frequencies, and First Call Resolution (FCR) rates.
• AI Integration: This role translates AI-assisted call tagging and data from intelligence platforms into structured, actionable weekly reports for the leadership team.

Success Benchmarks (First 90 Days)

• 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

• Professional Experience: 3-5 years of experience in CX analytics, business intelligence, or revenue operations.
• Technical Expertise: * 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.
• Strategic Mindset: The candidate must have the ability to extract high-level "signals" from complex, multi-source data sets and translate them into executive-level narratives.
• Industry Knowledge: Previous experience in the insurance, health benefits, or employee benefits sectors is highly preferred.

Additional Requirements

• 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.