Hiring: Customer Experience Analyst Company: VBeyond Corporation Location: United States Job Posted Time: 2026-09-15 21:51:09 Target Skills & Keywords : LLM, Make About the job Experience: •4+ years in customer experience, insights/analytics, research, or a related analytical role. Required Skills: •Experience measurement: Own and analyze voice-of-customer feedback programs (e.g., CSAT, CES, and similar surveys); monitor experience metrics across support channels and touchpoints. •Data analysis & insights: Analyze quantitative and qualitative data (survey results, open-text comments, case/ticket data) to identify pain points, trends, and root causes, and translate them into clear, actionable insights. •Reporting & visualization: Build and maintain dashboards and reports that make the end-to-end support experience visible to stakeholders and leadership. •Journey mapping: Map support journeys to surface friction points and opportunities, and inform improvements to processes, tooling, and content. •Recommendations: Develop prioritized recommendations to improve satisfaction, reduce effort, and increase self-service deflection; track recommendations through to implementation and impact. •Research: Conduct targeted research (e.g., interviews, surveys, feedback analysis) to understand employee needs and evaluate the impact of changes. •Cross-functional partnership: Partner with support operations, tooling/product, content, and analytics teams to drive adoption of recommendations and close the loop on feedback. •Required skills & qualifications: •4+ years in customer experience, insights/analytics, research, or a related analytical role. •Familiarity with customer research techniques and the ability to design and run research end to end, including customer surveys and interviews, and synthesizing findings into insights. •Working knowledge of journey mapping and experience/service-design techniques to surface friction and shape improvements. •Familiarity with applying AI in a CX context, e.g., using AI/LLM tools to analyze open-text feedback, accelerate research and synthesis, generate insights, or support self-service. •Experience with voice-of-customer methods and experience metrics (e.g., CSAT, CES, NPS) and survey design. •Strong data analysis skills comfortable working with survey data, ticket/case data, and open-text feedback to derive insights. •Experience with experience metrics and voice-of-customer methods (e.g., CSAT, CES, NPS) and survey design. Qualifications: •Experience in an IT Helpdesk, technical support, shared-services, or internal-support environment. •Familiarity with journey mapping, service design, or design-thinking methods. •Proficiency with analytics a Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!