Customer Experience Analyst

VBeyond Corporation; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

VBeyond Corporation seeks a Customer Experience (CX) Analyst to help the internal IT Helpdesk and employee-support team understand and improve the employee support experience. You will analyze voice-of-employee data across touchpoints, turn findings into actionable insights, and drive improvements that raise satisfaction and promote self-service adoption.

You will partner with support operations, tooling, content, and analytics to map journeys, surface friction, and translate the voice of the

Qualifications

• 4+ years in customer experience, insights/analytics, research, or a related analytical role.
• Familiarity with customer research techniques and end-to-end research design including surveys and interviews.
• Experience with journey mapping and service-design to surface friction and drive improvements.
• Familiarity with applying AI in a CX context (e.g., using AI/LLM tools to analyze feedback).
• Experience with CSAT, CES, NPS and survey design.

Responsibilities

• Own and analyze voice-of-customer feedback programs; monitor experience metrics across support channels.
• Analyze quantitative and qualitative data to identify pain points, trends and root causes; translate into insights.
• Build and maintain dashboards and reports for end-to-end support experience visibility.
• Map support journeys to surface friction and inform improvements to processes, tooling, content.
• Develop prioritized recommendations to improve satisfaction, reduce effort, and increase self-service deflection; track impact.
• Conduct targeted research (interviews, surveys, feedback analysis) to understand employee needs and evaluate changes.
• Partner with support operations, tooling/product, content, and analytics teams to drive adoption of recommendations.

Skills

CX analytics

Research design

Journey mapping

AI in CX

Voice-of-customer methods

Data visualization

Tools

BI tools

Survey platforms

Job description

The Customer Experience (CX) Analyst helps the internal IT Helpdesk / employee-support organization understand and improve the experience employees have when they seek support. The analyst gathers and analyzes experience data across support touchpoints and channels, turns it into clear insights, and recommends improvements that increase satisfaction, reduce employee effort, and drive self-service adoption. This is an analytical and research-oriented role that partners closely with support operations, tooling, content, and cross-functional teams to translate the voice of the employee into actionable change.

Key responsibilities:

• Experience measurement: Own and analyze voice-of-customer feedback programs (e.g., CSAT, CES, and similar surveys); monitor experience metrics across support channels and touchpoints.
• Data analysis & insights: Analyze quantitative and qualitative data (survey results, open-text comments, case/ticket data) to identify pain points, trends, and root causes, and translate them into clear, actionable insights.
• Reporting & visualization: Build and maintain dashboards and reports that make the end-to-end support experience visible to stakeholders and leadership.
• Journey mapping: Map support journeys to surface friction points and opportunities, and inform improvements to processes, tooling, and content.
• Recommendations: Develop prioritized recommendations to improve satisfaction, reduce effort, and increase self-service deflection; track recommendations through to implementation and impact.
• Research: Conduct targeted research (e.g., interviews, surveys, feedback analysis) to understand employee needs and evaluate the impact of changes.
• Cross-functional partnership: Partner with support operations, tooling/product, content, and analytics teams to drive adoption of recommendations and close the loop on feedback.

Required skills & qualifications:

• 4+ years in customer experience, insights/analytics, research, or a related analytical role.
• Familiarity with customer research techniques and the ability to design and run research end to end, including customer surveys and interviews, and synthesizing findings into insights.
• Working knowledge of journey mapping and experience/service-design techniques to surface friction and shape improvements.
• Familiarity with applying AI in a CX context, e.g., using AI/LLM tools to analyze open-text feedback, accelerate research and synthesis, generate insights, or support self-service.
• Experience with voice-of-customer methods and experience metrics (e.g., CSAT, CES, NPS) and survey design.
• Strong data analysis skills comfortable working with survey data, ticket/case data, and open-text feedback to derive insights.
• Experience with experience metrics and voice-of-customer methods (e.g., CSAT, CES, NPS) and survey design.
• Ability to build clear reports, dashboards, and data visualizations for both operational and leadership audiences.
• Excellent written and verbal communication; able to translate data into concise, actionable recommendations.
• Strong collaboration and stakeholder-management skills; able to work across functions without direct authority.
• Self-directed, organized, and comfortable managing multiple workstreams in a fast-changing environment.

Preferred qualifications:

• Experience in an IT Helpdesk, technical support, shared-services, or internal-support environment.
• Familiarity with journey mapping, service design, or design-thinking methods.
• Proficiency with analytics and visualization tools (e.g., dashboards, spreadsheets, BI tools) and survey platforms.
• Exposure to AI/ML-assisted analysis or automation of insights.
• Understanding of support operations, self-service/deflection, and knowledge/content practices.