Note: The job is a remote job and is open to candidates in USA. Dice is a company focused on enhancing customer experience through data analytics. They are seeking a Senior Analyst, CX Strategy & Insights to capture and translate customer experience signals into measurable business outcomes, ensuring insights lead to actionable improvements in customer journeys.
Responsibilities
- Own end-to-end journey analytics and CX measurement across priority member and client journeys (e.g., Account Access, Claims, Client, Card), connecting digital behavior, contact drivers, and experience metrics
- Instrument and scale transactional listening systems in Qualtrics, including:
- Transactional surveys aligned to journey steps
- Digital intercepts across key touchpoints
- Session replay tagging to capture behavioral signals
- Ensure complete listening coverage across journeys, maintaining clear visibility into what is instrumented, where gaps exist, and driving actions to close those gaps
- Analyze VoC, digital, and operational data to identify root causes of friction, repeat contact, and poor experience outcomes
- Translate insights into clear actions, defined owners, and measurable outcomes, ensuring all analysis is tied to execution and business impact
- Deliver weekly CX reporting (WAR) including:
- Metric trends and variance explanations
- Root cause insights
- Actions in progress and expected impact
- Own structured work tracking and execution discipline, ensuring all initiatives are tracked with actions, owners, priorities, outcomes, and regular progress updates
- Develop CX insight outputs (e.g., newsletters, deep dives) that clearly articulate:
- What is working
- What is not working
- Customer pain signals
- Root causes and actions
- Partner hands-on with Product, Operations, Technology, and CX teams to validate insights, unblock work, and ensure follow-through on actions
- Operate independently, structuring ambiguous problems and driving execution without reliance on constant direction
Skills
- Bachelor s degree required
- 4 7+ years of experience in CX analytics, product analytics, or journey analytics
- Hands-on experience with Qualtrics (or similar CX platforms), including designing and deploying transactional surveys
- Implementing digital intercepts across journeys
- Instrumenting and leveraging session replay and behavioral tracking
- Strong experience working with NPS / CSAT and Voice of Customer data
- Contact center data (call drivers, repeat contact, AHT)
- Digital funnel and journey analytics
- Proven ability to connect customer experience signals to operational and business outcomes
- Demonstrated capability to independently structure work, build analytical outputs, and drive execution from insight to action
- Strong cross-functional collaboration skills, with the ability to work across Product, Technology, and Operations teams
- Ability to operate with high ownership, execution rigor, and speed in ambiguous environments
- Analytics, data, or technical background preferred
Company Overview