Senior/Lead Data Analyst - CX Strategy & Insights
Anywhere
Category: Data
Industry: Financial Services
Workplace Type: Remote
Reference ID: JN -052026-107074
Date Posted: 05/20/2026
Shortcut: http://careers.eliassen.com/4hwxl5
Description:
Remote
Our client seeks a Senior Analyst, CX Strategy & Insights to own end-to-end journey analytics and customer experience measurement across priority journeys. The role will connect digital behavior, contact drivers, and experience metrics to measurable outcomes. The analyst will instrument and scale listening systems, analyze Voice of Customer and operational data, and translate insights into actions that reduce repeat contact and cost-to-serve. Success will be defined by improvements in customer journeys and operational performance.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $60.00 to $70.00/hr. w2
Responsibilities:
- Own end-to-end journey analytics and CX measurement across priority member and client journeys such as Account Access, Claims, Client, and Card.
- Connect digital behavior, contact drivers, and experience metrics to business and operational outcomes.
- Design and deploy transactional surveys in Qualtrics or similar platforms aligned to journey steps.
- Implement digital intercepts across key touchpoints and instrument session replay tagging to capture behavioral signals.
- Maintain complete listening coverage across journeys, document instrumentation, identify gaps, and drive closure of gaps.
- Analyze Voice of Customer, digital, and contact center data to identify root causes of friction, repeat contact, and poor experience outcomes.
- Translate insights into clear actions with defined owners and measurable outcomes, and ensure execution.
- Deliver weekly CX reporting with metric trends, variance explanations, root cause insights, actions in progress, and expected impact.
- Own structured work tracking with actions, owners, priorities, outcomes, and regular progress updates.
- Develop CX insight outputs such as newsletters and deep dives that articulate wins, issues, customer pain signals, root causes, and actions.
- Partner with Product, Operations, Technology, and CX teams to validate insights, remove blockers, and ensure follow-through.
- Operate independently, structure ambiguous problems, and drive execution without constant direction.
Experience Requirements:
- 4 to 7+ years in CX analytics, product analytics, or journey analytics.
- Hands-on experience with Qualtrics or similar CX platforms, including transactional surveys, digital intercepts, and session replay or behavioral tracking.
- Experience with NPS, CSAT, and Voice of Customer data.
- Experience with contact center data including call drivers, repeat contact, and AHT.
- Experience with digital funnel and journey analytics.
- Proven ability to connect CX 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 across Product, Technology, and Operations.
- High ownership, execution rigor, and speed in ambiguous environments.
Education Requirements:
- Bachelor’s degree required. Analytics, data, or technical background preferred.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above