Senior CX Insights Analyst

Uniti; Mobile (AL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401K Plan

Health & Flexible Savings Account

Life and AD&D, Spousal Life, ChildLife

Educational Assistance Plan

Job summary

Uniti is seeking a Sr. Analyst - Customer Experience to support the day-to-day execution and development of the CX program within Sales Operations. This role manages customer survey activities, analyzes customer experience data, and coordinates improvements with cross-functional teams to enhance customer satisfaction.

In this role, you’ll provide direct customer care, administer surveys, and translate insights into actionable recommendations. Travel up to 10% may be required.

Qualifications

• Bachelor’s degree in business, marketing, communications, data analytics, or related field.
• Excellent verbal and written communication skills.
• Experience in customer care, customer service, or customer experience.
• Ability to analyze data and translate findings into recommendations.
• Experience managing customer surveys or VoC programs preferred.

Responsibilities

• Manage day-to-day VoC program activities and administer the customer experience management platform.
• Provide direct customer care and service support by responding to inquiries and coordinating resolution.
• Share recurring customer concerns and themes with leadership to inform CX reporting and improvements.
• Administer and improve the closed-loop feedback process and track actions.
• Analyze feedback to identify trends and opportunities, and communicate insights to stakeholders.
• Support CX improvement initiatives, project tracking, and milestone reporting.
• Monitor survey delivery and address participation barriers with cross-functional teams.
• Collaborate with BI/Sales Analytics to integrate customer feedback with sales/operational data.

Skills

Verbal communication

Written communication

Customer experience

Data analysis

VoC programs

Education

Bachelor's degree in business/marketing/communications/data analytics

Tools

Microsoft Outlook

PowerPoint

Word

Excel

Job description

Uniti is seeking a Sr. Analyst - Customer Experience to support the day-to-day execution and development of the CX program within Sales Operations. This role manages customer survey activities, analyzes customer experience data, and coordinates improvements with cross-functional teams to enhance customer satisfaction.

In this role, you’ll provide direct customer care, administer surveys, and translate insights into actionable recommendations. Travel up to 10% may be required.