VoC Analytics Lead for Luxury E‑Commerce CX

Fashionphile; Lehi (UT); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

FSA benefits

Paid time off

401(k) with match

Life Insurance

Disability Insurance

Employee Discount

Job summary

FASHIONPHILE is seeking a VoC Analyst to architect and lead the Voice of the Customer program. You will transform hundreds of client interactions into a defensible signal driving decisions across CX, Digital, Marketing, Retail, and Operations.

The role requires 4+ years in CX analytics, Qualtrics fluency, and experience with session replays to diagnose friction. Hybrid work location optional, supporting Carlsbad, CA or Lehi, UT.

Qualifications

• 4+ years in CX analytics, customer research, or a closely related insights role.
• Qualtrics-fluent with CX dashboards, drill-downs, and benchmarking.
• Experience with online analytics tools (Quantum Metric) and session replay.
• Strong data storytelling and ability to summarize to executives.
• Experience with BI tools and journey mapping software.

Responsibilities

• Design, implement, and improve the end-to-end VoC program and data collection.
• Own CSAT and NPS measurement across core journey moments with analysis.
• Review session replays and quantify digital friction using data signals.
• Build and maintain client journey maps across Shopper, Seller, and Circular segments.
• Identify high-friction moments and translate to prioritized recommendations.
• Produce monthly CX reports with actionable executive-ready insights.

Skills

CX analytics

Qualtrics dashboards

Text IQ integration

Session replay analysis

Journey mapping

Statistics & inference

Data storytelling

BI tools (QuickSight/Tableau)

Luxury/D2C experience

Strong empathy

Education

4+ years CX analytics / insights

Tools

Qualtrics

Quantum Metric

Tableau/QuickSight

LucidChart

Figma

Job description

FASHIONPHILE is seeking a VoC Analyst to architect and lead the Voice of the Customer program. You will transform hundreds of client interactions into a defensible signal driving decisions across CX, Digital, Marketing, Retail, and Operations.

The role requires 4+ years in CX analytics, Qualtrics fluency, and experience with session replays to diagnose friction. Hybrid work location optional, supporting Carlsbad, CA or Lehi, UT.