Remote CX Analyst: Insights & Service Reporting

GradeBuzz; New York (NY); Hybrid; USD 65,000 - 110,000; Full time

Benefits offered by this job

Remote or hybrid work options

Professional development opportunities

Career growth opportunities

Job summary

GradeBuzz is seeking a detail-oriented Customer Experience Analyst to support continuous improvement of service delivery. The role involves collecting and analyzing feedback across surveys, emails, chats, and tickets, producing actionable insights, and presenting findings to management.

The ideal candidate will have strong analytical thinking, excellent communication, and experience with CX metrics such as CSAT, NPS, and CES. A hybrid/remote-capable setup is commonly expected.

Qualifications

• Strong analytical and critical-thinking abilities.
• Excellent written and verbal communication skills.
• Ability to explain customer experience metrics in business-friendly language.

Responsibilities

• Collect and organize customer feedback from surveys, emails, live chat and tickets.
• Analyze feedback to identify drivers of satisfaction and gaps in service.
• Prepare regular reports and dashboards communicating performance results.

Skills

Data analysis

Excel/Sheets

Dashboard reporting

CRM systems

Education

Bachelor's degree in Business/Analytics/Statistics/Economics/Info Systems

Tools

Power BI

Tableau

SQL

Job description

GradeBuzz is seeking a detail-oriented Customer Experience Analyst to support continuous improvement of service delivery. The role involves collecting and analyzing feedback across surveys, emails, chats, and tickets, producing actionable insights, and presenting findings to management.

The ideal candidate will have strong analytical thinking, excellent communication, and experience with CX metrics such as CSAT, NPS, and CES. A hybrid/remote-capable setup is commonly expected.