Customer Experience Analyst

Summary

The National Safety Council is a nonprofit safety advocate focused on eliminating preventable injuries and deaths through leadership, research, education, and advocacy. The Customer Experience Analyst analyzes omnichannel customer interactions, operational performance, and feedback to identify trends, recommend data-driven improvements, and enhance customer experience and contact center efficiency.

Responsibilities

• Analyze customer interaction data across voice, email, and digital channels to include websites (self-service portals, FAQs), mobile appts, chatbots, live chat, SMS and social mediato identify trends, contact drivers, and performance patterns
• Evaluate both experience metrics (CSAT, NPS, CES) and operational KPIs (AHT, FCR, Service Level, Quality) to understand performance drivers
• Identify opportunities to reduce customer effort, improve resolution times, and enhance overall experience consistency
• Develop and maintain real-time and historical dashboards that provide visibility into customer experience and operational performance
• Deliver recurring and ad hoc reporting for leadership, highlighting risks, trends, and actionable insights
• Ensure reporting accuracy and consistency across systems, including Five9 and CRM platforms
• Leverage Five9 reporting and analytics tools to assess: Call routing effectiveness; IVR performance and containment; Channel utilization and efficiency
• Partner with leadership to identify and recommend improvements to routing logic, workflows, and self-service capabilities
• Support system enhancements and ensure data integrity across contact center platforms
• Support and manage Voice of Customer programs, integrating feedback from surveys, complaints, and interaction-level data
• Synthesize quantitative and qualitative insights to provide a comprehensive view of the customer experience
• Monitor sentiment trends across customer segments and channels
• Map and analyze end-to-end customer journeys across contact center touchpoints
• Identify friction points, breakdowns, and inconsistencies impacting customer satisfaction and operational efficiency
• Partner with stakeholders to improve critical moments in the customer journey
• Conduct root cause analysis on negative feedback, repeat contacts, and performance gaps
• Identify systemic issues driving customer dissatisfaction and operational inefficiencies
• Partner with internal business units and shared service teams to validate findings and develop targeted improvement plans
• Support continuous improvement initiatives and monitor progress through implementation
• Translate data into clear, prioritized recommendations aligned with customer and business goals
• Communicate insights and influence stakeholders across the organization to drive alignment and adoption of proposed solutions
• Quantify the impact of proposed changes and track post-implementation performance improvements
• Support leadership in making data-driven decisions that balance customer experience with operational efficiency
• Partner with Customer Operations, Workforce Management, Product, IT, and Training teams to align improvement initiatives
• Support implementation of process, technology, and experience enhancements
• Communicate insights effectively to both technical and non-technical stakeholders

Skills

• 2–4 years of experience in contact center analytics, customer experience, or operations analysis
• Experience in an omnichannel customer service environment
• Familiarity with contact center KPIs and workforce dynamics
• Strong analytical and problem-solving skills with the ability to interpret complex datasets
• Knowledge of customer journey mapping and VoC frameworks
• Proficiency in reporting tools (Excel, BI tools, dashboards)
• Strong communication and data storytelling skills
• Experience with Five9 reporting, analytics, or administration
• Experience with BI tools (Power BI, Tableau) and CRM platforms (e.g., Salesforce)
• Basic experience with SQL or data querying tools
• This is a remote position

Qualifications

Must Haves

• 2–4 years of experience in contact center analytics, customer experience, or operations analysis
• Experience in an omnichannel customer service environment
• Familiarity with contact center KPIs and workforce dynamics
• Strong analytical and problem-solving skills with the ability to interpret complex datasets
• Knowledge of customer journey mapping and VoC frameworks
• Proficiency in reporting tools (Excel, BI tools, dashboards)
• Strong communication and data storytelling skills
• Experience with Five9 reporting, analytics, or administration
• Experience with BI tools (Power BI, Tableau) and CRM platforms (e.g., Salesforce)
• Basic experience with SQL or data querying tools
• This is a remote position

Benefits

• At least 20 PTO days accrued 1st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b) with employer match up to 6%
• Reimbursable training
• Dress for your day
• Access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions for individuals in or seeking recovery from substance use disorder