CX Insights Analyst — IT Helpdesk Support

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

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