Senior Customer Experience Transformation Analyst

Lensa; United States; Remote; USD 74,000 - 97,000; Full time

Job summary

A leading company in customer experience transformation is seeking a Senior Customer Experience Transformation Analyst. In this role, you will guide clients through optimizing their CX operations using SaaS solutions. The ideal candidate will thrive in complex environments, demonstrate strong problem-solving skills, and have experience with digital CX initiatives. Join a company that values diversity and individual contributions while offering comprehensive benefits and flexible work arrangements.

Benefits

Health & Welfare Benefits

Retirement Savings

Employee Discounts

Career Growth Opportunities

Paid Training

Paid Time Off

Qualifications

• 3-5 years in contact center, performance analytics, or similar.
• Expertise in SaaS technology transformation initiatives.
• Experience leading cross-functional teams.

Responsibilities

• Lead discovery and craft transformation roadmaps.
• Conduct deep-dive current-state assessments.
• Develop and execute end-to-end implementation plans.

Skills

Critical Thinking

Problem-Solving

Data Analysis

Collaboration

Education

Degree in relevant field

Tools

Excel

Power BI

SQL

Job description

Senior Customer Experience Transformation Analyst

Senior Customer Experience Transformation Analyst

13 hours ago Be among the first 25 applicants

Lensa is a U.S. career site that helps job seekers discover job opportunities. We are not a staffing firm or agency. We promote jobs on behalf of our clients, which include employers, recruitment agencies, and marketing partners.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Senior Transformation Analyst — CX

Conduent — CX Transformation

Are you passionate about turning chaos into a clear path forward?

Do you want to make a measurable, positive impact on customer experience for some of the world’s leading brands?

About Conduent CX Transformation

Conduent’s CX Transformation group partners with leading brands to modernize customer experience operations through cloud-native SaaS platforms, AI-driven automation, and data-backed process redesign. Our mandate is to unlock measurable value — higher CSAT, lower cost to serve, and faster innovation — while empowering frontline teams to deliver effortless customer journeys.

About The Role

The Senior Customer Experience Transformation Analyst thrives in ambiguity and turns unstructured problems into clear action plans. You will lead discovery, craft transformation roadmaps, and guide clients through the assessment, implementation, and optimization of CX SaaS and AI solutions — from CCaaS platforms to generative-AI agent assistance.

Responsibilities

• Conducting deep-dive current-state assessments, capturing processes, data flows, and technology stacks
• Eliciting client goals, pain points, and measures of success through workshops, data analysis, and stakeholder interviews
• Quantifying value pools and developing transformation roadmaps that align people, process, and technology initiatives
• Collaborating cross-functionally with Operations, Analytics, IT, Training, Quality, and Change Management to enable integrated delivery
• Translating business requirements into technical configurations and workflow designs for platforms such as NICE CXone, Genesys Cloud, Twilio Flex, SuccessKPI, and related modules
• Managing end-to-end implementation plans — from requirements through configuration, testing, go-live, hypercare, and data migrations — while addressing issues and dependencies
• Analyze operational and customer metrics (AHT, CSAT, NPS, FCR, Occupancy) to identify opportunities for improvement and track delivery of measurable value
• Developing clear, executive-ready stories that connect data, transformation initiatives, and business outcomes
• Serving as the day-to-day point of contact for client stakeholders and delivery teams
• Proactively surfacing risks, managing issues, and removing obstacles to keep delivery momentum
• Partnering with training and communications teams to enable smooth rollout and drive ongoing adoption
• Determining and monitoring transformation’s ongoing success metrics to validate return-on-investment (ROI)
  
  

Requirements

• Demonstrate strong critical thinking, problem-solving, and ability to bring order to complexity
• Bring 3–5 years of hands-on experience within a contact center, workforce management, performance analytics, or related discipline
• Prove expertise in designing and delivering digital CX or SaaS technology transformation initiatives
• Understand technical configurations, workflows, and data structures related to customer experience platforms
• Analyze financial and operational data to aid decision making and track transformation outcomes
• Collaborate effectively in a cross-functional team, influencing stakeholders without direct authority
• Communicate complex technical details in clear, actionable stories for C-suite stakeholders
• Utilize advanced Excel or Google Sheets; familiarity with Power BI or SQL is preferred
• Support delivery from initiation through rollout and ongoing optimization
• Consult directly with clients or stakeholders within a customer experience or digital service context
  
  

Preferred

• Certify in Lean/Six Sigma (Green Belt or higher) or equivalent process improvement
• Obtain a project management or change management credential (PMP, Scrum, Prosci/ADKAR)
  
  

Flexible Working

At Conduent, we value individuality and flexible working arrangements. In this role, you can expect:

• Remote Work: Enjoy the flexibility of working from home while optimizing your work-life balance.
  
  

Working for You

We Offer Perks And Rewards Designed To Support You

• Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one.
• Retirement Savings: Robust programs to help you secure your financial future.
• Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Paths for advancement within a global organization.
• Paid Training: Learn while you earn with award-winning learning platforms.
• Paid Time Off: Competitive PTO packages to help you recharge.
• Great Work Environment: Join an award-winning culture that values diversity and inclusion.
  
  

Join Us

At Conduent, we are united by a shared mission. We understand that our success is driven by the success of our associates. When you join us, you’ll find opportunities to:

• Bring your authentic self to work every day.
• Grow and thrive both personally and professionally.
• Make a meaningful impact with our clients, in our communities, and for the millions of people we serve.
  
  

With over 50,000 associates in 24 countries, you’ll be part of a global team that’s shaping the future — for the company and for yourself.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is ($74,690 - $97,000)

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to [e-mail] . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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