Remote CX Insights Analyst | Data-Driven CX

Gainwell Technologies; Town of Montana (WI); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

401(k) matching

Health benefits

Educational assistance

Flexible vacation policy

Job summary

Gainwell Technologies is hiring a CX Insights Analyst to transform customer conversations into actionable business insights. You’ll analyze feedback, surveys, and operational data to identify trends, root causes, and opportunities to improve the customer experience across channels.

You will create dashboards and reports, collaborate with partners, and translate data-driven findings into practical recommendations. Travel up to 25% may be required during onboarding and insights initiatives.

Qualifications

• Experience analyzing customer, operational, or experience-related data.
• Strong analytical and problem-solving skills with a demonstrated ability to uncover root causes and identify meaningful insights.
• Ability to identify trends, patterns, and emerging issues across multiple data sources.
• Experience translating data, observations, and customer feedback into actionable business recommendations.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work independently.
• Naturally curious with a passion for understanding customer behavior, customer needs, and business outcomes.

Responsibilities

• Analyze customer feedback and interactions across the end-to-end customer journey, including calls, chats, emails, surveys, and other feedback channels, to identify trends, pain points, and opportunities for improvement.
• 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.
• Support customer experience, employee experience, product experience, and operational insight projects as needed.

Skills

Data analysis

Analytical thinking

Problem solving

Data translation

Communication skills

Multitasking

Curiosity

Tools

Speech analytics

Text analytics

Customer feedback platforms

Job description

Gainwell Technologies is hiring a CX Insights Analyst to transform customer conversations into actionable business insights. You’ll analyze feedback, surveys, and operational data to identify trends, root causes, and opportunities to improve the customer experience across channels.

You will create dashboards and reports, collaborate with partners, and translate data-driven findings into practical recommendations. Travel up to 25% may be required during onboarding and insights initiatives.