Full-Time Customer Experience Data Analyst

The Opportunity We, at Flywire, are seeking a Customer Experience (CX) Data Analyst who will be responsible for extracting, analyzing, and leveraging customer data to optimize experiences and inform strategic decisions. We are looking for someone with a customer-centric mindset and a passion for improving the customer experience!

In this role, part of our global Client and Payment Experience team, you will play a pivotal part in advancing our customer-centric initiatives by delivering actionable insights and measuring the effectiveness of CX programs.

You'll be the voice of the customer, using data to identify trends, measure the impact of CX initiatives, and recommend strategic optimizations.

Data Collection and Analysis

• Gather data from customer touchpoints, surveys, CRM systems, and other sources.
• Ensure data integrity and accuracy by establishing robust data validation and cleansing processes.
• Evaluate and optimize data sources to enhance data quality and availability.

Advanced Data Analysis

• Perform statistical analyses to uncover trends and insights with a specific focus on customer retention.

Data Visualization and Dashboards

• Create and maintain dashboards to visualize support & CX metrics.
• Communicate findings to cross-functional teams and leadership.
• Present data-driven insights and recommendations to cross-functional teams and leadership, tailoring presentations to different audiences.
• Support in the creation of executive level summaries of data, and recommended actions.

CX Program Optimization

• Measure the impact of CX initiatives on business metrics.
• Identify key drivers of satisfaction and loyalty, building out a Voice of Customer Program.
• Propose ideas for process optimization and strategic initiatives based on key findings.

Cross-Functional Collaboration

• Work closely with business and product teams to align insights with the company’s objectives.
• Collaborate with stakeholders to define key performance indicators (KPIs) and develop reporting frameworks.
• Act as a subject-matter expert on customer data and insights.

Here’s What We’re Looking For

• 3+ years of experience in data analysis with a focus on Customer Experience (CX) insights.
• Advanced skills in Google Sheets and Excel, including data cleaning, pivot tables and advanced formulas.
• Experience with Data tools such as SQL, Python, or R for data manipulation and analysis.
• Experience with BI tools such as Tableau, Power BI, or Looker.
• Knowledge of CX metrics (NPS, CSAT, CES) and their business implications.
• Excellent communication and storytelling skills to present complex data insights.
• Bachelor’s degree in Data Analytics, Statistics, Business, or a related quantitative field (Master’s preferred).
• Familiarity with CRM systems (e.g., Zendesk) and customer survey platforms (e.g., Qualtrics).
• Familiarity with data governance and data privacy regulations (e.g., GDPR).
• Experience with text analytics and sentiment analysis.
• Strong collaborative skills and ability to work effectively in cross-functional teams across timezones and countries.

Technologies We Use

• Zendesk
• Looker

What We Offer (see complete details in original job posting)

Possible employment type: Full-time

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