Job Description
Job Listing ID:
4498819 Job Title:
Senior/Lead Data Analyst•CX Strategy & Insights Application Deadline:
Open Until Filled Job Location:
Salem
Date Posted:
05/26/2026 Hours Worked Per Week:
Not Provided Shift:
Not Provided Duration of Job:
Either Full or Part Time, more than 6 months You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.) Job Summary:
Senior/Lead Data Analyst•CX Strategy & Insights Anywhere Type:
Contract Category:
Data Industry:
Financial Services Workplace Type:
Remote Reference ID:
JN•052026-107074 Date Posted:
05/20/2026 Shortcut:
http://careers.eliassen.com/4hwxl5 Description Recommended Jobs Description:
Remote Our client seeks a Senior Analyst, CX Strategy & Insights to own end-to-end journey analytics and customer experience measurement across priority journeys. The role will connect digital behavior, contact drivers, and experience metrics to measurable outcomes. The analyst will instrument and scale listening systems, analyze Voice of Customer and operational data, and translate insights into actions that reduce repeat contact and cost-to-serve. Success will be defined by improvements in customer journeys and operational performance. Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance. Rate:
$60.00 to $70.00/hr. w2 Responsibilities:
Own end-to-end journey analytics and CX measurement across priority member and client journeys such as Account Access, Claims, Client, and Card. Connect digital behavior, contact drivers, and experience metrics to business and operational outcomes. Design and deploy transactional surveys in Qualtrics or similar platforms aligned to journey steps. Implement digital intercepts across key touchpoints and instrument session replay tagging to capture behavioral signals. Maintain complete listening coverage across journeys, document instrumentation, identify gaps, and drive closure of gaps. Analyze Voice of Customer, digital, and contact center data to identify root causes of friction, repeat contact, and poor experience outcomes. Translate insights into clear actions with defined owners and measurable outcomes, and ensure execution. Deliver weekly CX reporting with metric trends, variance explanations, root cause insights, actions in progress, and expected impact. Own structured work tracking with actions, owners, priorities, outcomes, and regular progress updates. Develop CX insight outputs such as newsletters and deep dives that articulate wins, issues, customer pain signals, root causes, and actions. Partner with Product, Operations, Technology, and CX teams to validate insights, remove blockers, and ensure follow-through. Operate independently, structure ambiguous problems, and drive execution without constant direction. Experience Requirements:
4 to 7+ years in CX analytics, product analytics, or journey analytics. Hands-on experience with Qualtrics or similar CX platforms, including transactional surveys, digital intercepts, and session replay or behavioral tracking. Experience with NPS, CSAT, and Voice of Customer data. Experience with contact center data including call drivers, repeat contact, and AHT. Experience with digital funnel and journey analytics. Proven ability to connect CX signals to operational and business outcomes. Demonstrated capability to independently structure work, build analytical outputs, and drive execution from insight to action. Strong cross-functional collaboration skills across Product, T... Job Classification:
Market Research Analysts and Marketing Specialists Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more. Compensation
Salary:
Not Provided Job Requirements
Experience Required:
See Job Summary
Education Required:
None Minimum Age:
N/A Gender:
N/A
