Prin Customer Experience Analyst at UKG

, , United States -

Full Time

Start Date

Immediate

Expiry Date

16 Feb, 26

Salary

0.0

Posted On

18 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Customer Experience, Journey Mapping, Collaboration, Stakeholder Engagement, Data Visualization, SQL, R, Python, Communication, Mentoring, Process Improvement, Customer Insights, Analytics Platforms, Performance Metrics, Strategic Planning

Industry

Software Development

Description

Data Analysis & Insights Collect, analyze, and interpret customer feedback data from multiple channels (e.g., surveys, NPS, CSAT, support tickets, call logs, digital behavior). Identify trends, pain points, and improvement opportunities across the customer journey. Translate data into clear, actionable insights for leadership and business partners. Journey Mapping & CX Research Support customer journey mapping workshops and document end-to-end experiences. Conduct root cause analyses of friction points and recommend process, product, or service improvements. Collaboration & Stakeholder Engagement Partner with product, operations, marketing, and support teams to share insights and co-develop solutions. Present findings and recommendations in a clear, compelling way to both technical and non-technical audiences. Insights & Intelligence Delivery Provide actionable feedback to CX, ESE and Product teams to drive continuous improvement across AI and knowledge systems. Translate signal findings into clear, data-backed insights for Customer Success, Marketing, Product, and Sales teams. Inform playbooks, roadmap priorities, and strategic interventions with intelligence derived from customer interactions and system signals. Ensure insights are timely, relevant, and tailored to the needs of each team--supporting both tactical execution and strategic planning. Advanced proficiency with analytics platforms (e.g., Tableau, Power BI, Looker) and conversational data analysis Demonstrated ability to apply frameworks (e.g., modular signal models, journey mapping) to personalize and scale engagement Experience designing and interpreting performance metrics to evaluate AI and concierge effectiveness Comfortable working with structured and unstructured data to uncover trends, gaps, and opportunities Strategic Communication & Influence Exceptional written and verbal communication skills for translating complex findings into clear, actionable insights Ability to influence cross-functional stakeholders and drive alignment on roadmap priorities and strategic interventions Skilled in presenting data-backed recommendations to senior leaders and cross-functional teams Self-directed and proactive, with a strong sense of ownership and accountability Comfortable operating in ambiguity and fast-paced environments with evolving priorities Experience mentoring or guiding junior analysts or collaborators Demonstrated ability to manage multiple initiatives simultaneously and deliver high-quality outcomes Success Outcomes Improved AI Performance: Fewer missed answers and knowledge gaps over time, resulting in a more seamless and helpful AI experience for customers. Customer Impact: Increased customer satisfaction and retention through timely, relevant, and personalized support. Operational Efficiency: Reduced cost to serve by proactively resolving issues and optimizing AI and concierge interactions. Insight-Driven Action: Clear tracking of improvements and their rationale, supported by analytics that demonstrate positive impact on outcomes. Cross-Functional Enablement: Signal insights actively inform playbooks, roadmap priorities, and strategic interventions across Customer Success, Marketing, Product, and Sales. Personalized Engagement: Tailored support for customer system admins and primary contacts, enabled by the modular signal framework and concierge intelligence. Bachelor's degree in Business Administration, Marketing, Data Analytics, or a related field; Master's or MBA preferred for candidates with strategic or leadership experience. Minimum 3-5 years applying customer experience (CX) frameworks, customer journey mapping, or service design methodologies in a professional context. Demonstrated familiarity with business process improvement and change management methodologies (e.g., Lean, Six Sigma) with evidence of implementing or supporting process optimization initiatives. 3+ years of hands-on experience with CX analytics or Voice of Customer (VoC) platforms such as Medallia, Qualtrics, or Salesforce Experience Cloud. Advanced proficiency in data visualization tools (e.g., Tableau, Power BI, or Google Data Studio), with a portfolio or examples of published dashboards or insights reports. Proven ability to analyze and interpret large, multi-source datasets--including survey, behavioral, and sentiment data--to generate actionable insights. Practical experience using SQL, R, or Python for data analysis or predictive modeling to inform CX strategy or business recommendations. 7-10 years of progressive experience in CX analytics, customer insights, or related business intelligence roles within SaaS, enterprise, or consulting environments. Track record of leading customer experience or insights initiatives that produced measurable improvements in customer satisfaction (CSAT/NPS), retention, or revenue growth. Demonstrated ability to collaborate across Product, Operations, and Customer Success teams to align insights with business objectives and execution. Experience operating in enterprise-scale or matrixed organizations, influencing CX strategy through data-driven storytelling and cross-functional partnership. Ability to influence senior stakeholders and advocate for customer-centric decisions. Skilled in storytelling with data to drive executive-level engagement. Experience mentoring analysts or leading small teams. Capable of defining CX KPIs and frameworks to measure long-term impact. Strong communication and presentation skills--comfortable with executive audiences. Highly curious, data-driven, and empathetic toward customer needs. Demonstrates strategic agility: balancing high-level vision with hands-on analytical execution. Adept at navigating ambiguity and prioritizing initiatives with measurable business outcomes.

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Responsibilities

The role involves collecting, analyzing, and interpreting customer feedback data to identify trends and improvement opportunities across the customer journey. Additionally, it requires collaboration with various teams to present actionable insights and recommendations for enhancing customer experience.