Remote CX Analytics Analyst — Retention & Growth

Trident Corporation; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Work from home

Great company culture

Job summary

Trident Corporation is seeking a Customer Experience (CX) Analyst to join our remote Philippines team. This role shapes member journeys, optimizes retention, and drives growth through actionable analytics, reporting to the Experience Champion & OKR Program Owner.

You will design NPS/CSAT analytics, analyze call records and journey data, build retention models, and develop weekly dashboards across product lines and partner channels.

Qualifications

• Bachelor’s degree required.
• 3+ years in Data Analytics, CX Analytics, or RevOps.
• Proficient in SQL, Excel/Sheets, and Python or R.
• Experience with CRM analytics tools (ActiveCampaign), call center analytics (Vonage), and data viz (Tableau/Power BI).
• Experience building retention or churn models, including early-warning retention modeling.
• Experience designing or managing an NPS measurement and analytics framework.
• Experience presenting analytics insights to executive leadership.
• English proficiency; eligible to work in the Philippines; available to work US Central Time hours.
• Reliable internet, headset, and a quiet home workspace.

Responsibilities

• Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six touchpoints.
• Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns.
• Build and maintain an early-warning retention model to identify and reduce preventable cancellations.
• Measure and report on service performance, including escalations, journey fluidity, and efficiency across segments.
• Track and report on growth objectives, including channel ramps and progress toward 25,000 net members.
• Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines.
• Analyze partner and broker channel performance against monthly enrollment targets and improvements.
• Translate analytics into actionable journey improvements and pipeline optimizations for leadership.

Skills

SQL

Excel/Sheets

Python/R

CRM analytics

Data visualization

NPS/CSAT framework

Retention modeling

Executive storytelling

English proficiency

Remote work setup

Education

Bachelor’s degree

Tools

ActiveCampaign

Vonage

Tableau/Power BI

Job description

Trident Corporation is seeking a Customer Experience (CX) Analyst to join our remote Philippines team. This role shapes member journeys, optimizes retention, and drives growth through actionable analytics, reporting to the Experience Champion & OKR Program Owner.

You will design NPS/CSAT analytics, analyze call records and journey data, build retention models, and develop weekly dashboards across product lines and partner channels.