Senior Customer Experience Operations Analyst

Quo, Inc.; Ottawa; Hybrid; CAD 119,000 - 140,000; Full time

Benefits offered by this job

Equity

Medical coverage

Lifestyle stipend

Flexible PTO

Job summary

Quo, Inc. is seeking a Senior Customer Experience (CX) Analyst to lead the analytics function for Customer Experience.

You will own CX data strategy, BI, operational analytics, capacity planning, forecasting, and executive reporting. You will transform large volumes of data into actionable insights to improve customer outcomes and drive business growth, partnering with CX, Finance, and Data teams to keep CX data-driven and aligned with company performance.

Qualifications

• 7+ years of experience in Analytics, BI, or related fields.
• 3+ years leading analytics teams or initiatives.
• Experience supporting customer-facing organizations and operations.
• Proven success in forecasting models and executive reporting.
• Ability to connect metrics to business outcomes.

Responsibilities

• Own the CX analytics strategy and dashboards for leaders and executives.
• Deliver monthly and quarterly business reviews with clear recommendations.
• Develop predictive models to identify bottlenecks, churn, and retention indicators.
• Forecast contact volume and build capacity and staffing models.
• Identify inefficiencies in customer journeys and measure impact of improvements.
• Quantify CX initiatives impact on ARR and revenue growth.
• Create scenario planning frameworks for annual planning.

Skills

SQL

Data modeling

Forecasting

Executive reporting

Analytics leadership

Tools

Mode

Tableau

Sigma

Looker

Power BI

Job description

About the role

We are looking for a Senior Customer Experience (CX) Analyst to build and lead the analytics function for Customer Experience. This role will serve as the primary owner of CX data strategy, business intelligence, operational analytics, capacity planning, forecasting, and executive reporting.

You will transform large volumes of customer, operational, and revenue data into actionable insights that improve customer outcomes, increase operational efficiency, and drive business growth. You will partner closely with CX, Finance, and Data teams to ensure Customer Experience is both data-driven and directly connected to company performance.

As AI becomes increasingly embedded in the customer journey, this role will also establish the measurement frameworks necessary to evaluate and optimize both human and AI-driven customer interactions.

Some of the things you’ll do:

• Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives
• Deliver monthly and quarterly business reviews, translating complex data into clear recommendations that drive strategic decisions
• Develop predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators
• Forecast contact volume across all channels (phone, chat, email, SMS, porting, AI) and build capacity and staffing models accounting for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets
• Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction
• Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and revenue growth, partnering with Revenue and Finance teams
• Create scenario planning frameworks to support annual planning and strategic decision making

About you

• 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or related fields.
• 3+ years leading analytics teams, programs, or strategic initiatives.
• Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations.
• Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs.
• Strong business acumen with the ability to connect operational metrics to company outcomes.

Technical expertise:

• Advanced SQL and data modeling experience.
• Strong experience with BI and visualization platforms such as Mode, Tableau, Sigma, Looker, or Power BI.
• Experience working with large datasets and performing statistical analysis.
• Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics.
• Experience with experimentation, trend analysis, cohort analysis, and customer segmentation.
• Familiarity with AI performance analytics and automation reporting.

Nice to have:

• Experience in SaaS, telecommunications, contact center, or high-growth technology environments.
• Experience with Zendesk, Mode, Retool, Snowflake, or similar platforms.
• Knowledge of customer journey analytics, customer health scoring, and retention modeling.
• Experience partnering with Finance and Revenue Operations on planning and forecasting processes.
• Workforce management or capacity planning experience layered on top of strong analytics.

Compensation

The annual base salary range for this position in the US is $119,000 - $140,000 USD, and in Canada is $119,000 - $140,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.

The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.

Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

• equity
• extensive medical coverage
• a monthly lifestyle stipend
• a flexible PTO policy