Full-Time Customer Experience Data Analyst

The Opportunity We, at Flywire, are seeking a Customer Experience (CX) Data Analyst to extract, analyze, and leverage customer data to optimize experiences and inform strategic decisions. We're seeking a customer-centric individual passionate about improving customer experience.

In this role, you will:

• Gather data from customer touchpoints, surveys, CRM systems, and other sources.
• Ensure data integrity and accuracy through robust validation and cleansing processes.
• Evaluate and optimize data sources for enhanced quality and availability.
• Perform statistical analyses to uncover trends and insights, focusing on customer retention.
• Create and maintain dashboards to visualize support & CX metrics.
• Communicate findings to cross-functional teams and leadership, tailoring presentations.
• Support executive level summaries and recommended actions.
• Measure the impact of CX initiatives on business metrics.
• Identify key drivers of satisfaction and loyalty, building a Voice of Customer Program.
• Propose process optimization and strategic initiatives based on key findings.
• Work closely with business and product teams to align insights with objectives.
• Collaborate with stakeholders to define KPIs and reporting frameworks.
• Act as subject matter expert on customer data and insights.

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