CX Insights Analyst

Summary

Gainwell Technologies helps improve the health and well-being of vulnerable people through leading-edge technologies. The CX Insights Analyst will analyze customer interactions, feedback, and operational data to identify trends and root causes, and develop actionable recommendations to improve customer experience and business outcomes.

Responsibilities

• Analyze customer feedback and interactions across the end-to-end customer journey, including calls, chats, emails, surveys, and other feedback channels, to identify trends, pain points, and opportunities for improvement
• Identify customer pain points, recurring issues, and process breakdowns that impact the customer experience
• Investigate root causes behind customer effort, dissatisfaction, and repeat contacts
• Identify top contact drivers and emerging customer journey friction points affecting the overall customer experience
• Detect emerging trends, risks, compliance concerns, and opportunities using structured and unstructured data
• Connect customer feedback, interaction data, and operational metrics to understand the factors shaping the customer experience
• Leverage speech analytics, text analytics, and customer feedback platforms to uncover meaningful insights
• Develop actionable recommendations that improve customer experience, operational performance, and business outcomes
• Create reports, dashboards, and visualizations to communicate findings effectively
• Collaborate with business partners to understand challenges and support data-driven decision making
• Contribute to customer experience, operational improvement, and customer listening initiatives
• Support customer experience, employee experience, product experience, and operational insight projects as needed

Skills

• Experience analyzing customer, operational, or experience-related data
• Strong analytical and problem-solving skills with a demonstrated ability to uncover root causes and identify meaningful insights
• Ability to identify trends, patterns, and emerging issues across multiple data sources
• Experience translating data, observations, and customer feedback into actionable business recommendations
• Strong written and verbal communication skills
• Ability to manage multiple priorities and work independently
• Naturally curious with a passion for understanding customer behavior, customer needs, and business outcomes

Qualifications

Must Haves

• Experience analyzing customer, operational, or experience-related data
• Strong analytical and problem-solving skills with a demonstrated ability to uncover root causes and identify meaningful insights
• Ability to identify trends, patterns, and emerging issues across multiple data sources
• Experience translating data, observations, and customer feedback into actionable business recommendations
• Strong written and verbal communication skills
• Ability to manage multiple priorities and work independently
• Naturally curious with a passion for understanding customer behavior, customer needs, and business outcomes

Benefits

• Fully remote position.
• All salaried, full-time candidates are eligible for our generous, flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies