Senior/Lead Data Analyst - CX Strategy & Insights

Senior/Lead Data Analyst - CX Strategy & Insights

Anywhere

Type: Contract

Category: Data

Industry: Financial Services

Workplace Type: Remote

Reference ID: JN -052026-107074

Date Posted: 05/20/2026

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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.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( [email protected] , 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

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 [email protected] _.

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don't miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!_