Senior Customer Experience Operations Analyst

Ladders; United States; On-site; USD 119,000 - 140,000; Full time

Benefits offered by this job

Medical coverage

Lifestyle stipend

Flexible PTO

Equity options

Job summary

Ladders is seeking a Senior Customer Experience Operations Analyst to lead analytics across customer journeys. You will own KPIs, dashboards, and forecasting, partnering with Support and Revenue Operations to translate data into actionable insights that improve service and revenue.

Responsibilities include building predictive models for churn risk, forecasting contact volume, and creating scenario plans to guide strategic decisions.

Qualifications

• 7+ years of experience in Analytics, BI, or related fields.
• 3+ years leading analytics teams or initiatives.
• Background in customer-facing organizations such as Support or Revenue Operations.
• Proven success in building forecasting models and executive reporting frameworks.
• Strong business acumen with the ability to connect operational metrics to business outcomes.

Responsibilities

• Own the customer experience analytics strategy, including KPIs and executive dashboards.
• Deliver business reviews and translate complex data into actionable insights.
• Develop predictive models for customer experience risks and churn indicators.
• Forecast contact volume across all channels and build staffing models.
• Identify inefficiencies in customer journeys and optimize operational workflows.
• Measure the impact of customer experience initiatives on customer lifetime value and revenue growth.
• Create scenario planning frameworks to support strategic decision-making.

Skills

Analytics

Business Intelligence

Forecasting

Leadership

Job description

For our client, we are seeking a Senior Customer Experience Operations Analyst to join the team of a leader in the Information Technology space. This role will own customer experience operations analytics and help shape the insights that guide executive decision-making. You will partner closely with customer-facing teams and operational leaders to translate complex data into clear recommendations that improve service performance and business outcomes. The position focuses on forecasting, KPI design, workforce planning, and identifying opportunities to streamline customer journeys and increase customer value.

Location: Remote - US based candidates only, no visa sponsorship available.

Compensation: $119,000 – $140,000 annually.

Responsibilities

• Own the customer experience analytics strategy, including KPIs and executive dashboards
• Deliver business reviews and translate complex data into actionable insights
• Develop predictive models for customer experience risks and churn indicators
• Forecast contact volume across all channels and build staffing models
• Identify inefficiencies in customer journeys and optimize operational workflows
• Measure the impact of customer experience initiatives on customer lifetime value and revenue growth
• Create scenario planning frameworks to support strategic decision-making

Qualifications

• 7+ years of experience in Analytics, Business Intelligence, or related fields
• 3+ years leading analytics teams or initiatives
• Background in customer-facing organizations such as Support or Revenue Operations
• Proven success in building forecasting models and executive reporting frameworks
• Strong business acumen with the ability to connect operational metrics to business outcomes

Benefits

• Extensive medical coverage
• Monthly lifestyle stipend
• Flexible PTO policy
• Equity options included in the compensation package

Our client is an equal opportunity employer.