Remote CX Insights Analyst

Gainwell Technologies; Montana; Remote; USD 52,000 - 74,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Educational assistance

Flexible vacation policy

Job summary

Gainwell Technologies is seeking a CX Insights Analyst to transform customer interactions into meaningful business insights. You will analyze conversations, feedback, and operational data to identify trends and root causes that improve the customer experience.

The role requires curiosity, problem-solving, and the ability to connect findings to actionable recommendations. This is a fully remote position with travel up to 25% during projects and interviews.

Qualifications

• Experience analyzing customer, operational, or experience-related data.
• Strong analytical and problem-solving skills with ability to uncover root causes.
• Ability to identify trends across multiple data sources.
• Ability to translate data into actionable business recommendations.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities independently.

Responsibilities

• Analyze customer feedback and interactions to identify trends and pain points.
• Identify customer pain points, recurring issues, and process breakdowns that impact the customer experience.
• Investigate root causes behind customer effort, dissatisfaction, and repeat contacts.
• Identify top contact drivers and emerging customer journey friction points affecting the overall customer experience.
• Detect emerging trends, risks, compliance concerns, and opportunities using structured and unstructured data.
• Connect customer feedback, interaction data, and operational metrics to understand the factors shaping the customer experience.
• Leverage speech analytics, text analytics, and customer feedback platforms to uncover meaningful insights.
• Develop actionable recommendations that improve customer experience, operational performance, and business outcomes.
• Create reports, dashboards, and visualizations to communicate findings effectively.
• Collaborate with business partners to understand challenges and support data-driven decision making.
• Contribute to customer experience, operational improvement, and customer listening initiatives.

Skills

Data analysis

Root-cause analysis

Business recommendations

Communication skills

Curiosity

Multitasking

Job description

Gainwell Technologies is seeking a CX Insights Analyst to transform customer interactions into meaningful business insights. You will analyze conversations, feedback, and operational data to identify trends and root causes that improve the customer experience.

The role requires curiosity, problem-solving, and the ability to connect findings to actionable recommendations. This is a fully remote position with travel up to 25% during projects and interviews.