# CX3 Analyst (Experience Intelligence & Growth)

**Company:** [Trident](http://jobs.workable.com/companies/vfPRAdgDhHTiDaoFdMPCww.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Trident Recruitment Team (Philippines)

[Apply for this job](http://jobs.workable.com/view/69b9e120-8ac1-4b8f-bc68-b74c552a5367)

## Description

**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.