Customer Experience Management Analyst - Remote

What You'll Do: 

• Facilitate weekly prioritization meetings, track project progress, and maintain CX roadmaps in alignment with business goals

• Translate customer insights into actionable project plans that include milestones, timelines, success metrics, and resource assignments

• Lead cross-functional workstreams, ensuring team accountability through clear documentation, role alignment, and collaborative sprint planning

• Maintain organized systems for tracking, reviewing, and reporting on CX initiatives, using platforms like Qualtrics, project dashboards, and internal tools

• Champion both quantitative and qualitative research methods to develop holistic views of the customer journey

• Synthesize complex data into simple, engaging, and insight-driven deliverables that inform experience improvements

• Collaborate with internal teams and vendors to deliver secure, scalable CX enhancements that align with compliance and security standards

• Other tasks and responsibilities as assigned

What You'll Need:  

• Bachelor’s degree in CX, Business, Communications, Psychology, or a relevant field*

• 2+ years of experience in CX, survey design, or experience management, ideally using Qualtrics

• 2+ years of experience utilizing Qualtrics

• Experience in developing surveys, understanding the core CX metrics questions, and proactive approach to survey planning and execution

• Experience with enterprise task management tools (JIRA, Confluence, etc.) 

• Proven experience managing multiple concurrent projects and delivering against timelines, scope, and objectives

• Strong program and project management skills, including prioritization, sprint planning, and stakeholder alignment

• Experience leading cross-functional teams and driving CX initiatives across departments

• Familiarity with SaaS environments, with hands-on experience using the Qualtrics platform

• Comfortable tracking and reviewing work in progress, documenting outcomes, and holding teams accountable

• Ability to rapidly assess complex or ambiguous problems, define scope, and propose strategic partnership or process improvements

• Excellent critical thinking and analytical skills with a talent for simplifying complex data into actionable insights

• Strong interpersonal and communication abilities; adept at working with both senior leadership and operational staff

• Must be authorized to work in the United States