Customer Experience Operations & Analytics Specialist

United States

Full-time

Remote

Entry, Mid Level

Fusion Connect is a company focused on building impactful careers and fostering collaboration among teams. The Customer Experience Operations & Analytics Specialist will manage CX metric reporting, coordinate proposals, and provide operational support to enhance customer sentiment and service performance.

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Responsibilities

Develop, update, and maintain dashboards for NPS, CSAT, churn, ticket trends, and product utilization
Prepare weekly, monthly, and quarterly performance reports for CX leadership and the Executive Team
Analyze customer behavioral trends and identify insights that support churn reduction strategies
Partner with Analytics and Data Engineering teams to refine reporting inputs and data quality
Build, maintain, and improve Tableau dashboards (certification required within 6–12 months)
Serve as primary coordinator for RFPs, RFIs, proposals, and customer-required documentation
Create and manage project timelines to ensure cross-functional contributors meet deadlines
Compile responses from Product, Sales, Legal, Finance, Operations, and CX into cohesive proposal documents
Maintain an updated library of standard responses, case studies, and product collateral
Ensure consistency, accuracy, and compliance across all submitted materials
Assist in project coordination, documentation, and meeting preparation
Support onboarding, training, and process development within the CX and Account Management organizations
Contribute to cross-functional process improvements that enhance customer experience and reduce churn
Execute ad hoc tasks requested by CX leadership, including analysis, research, and administrative support

Qualification

Required

Proficiency in Microsoft Excel and PowerPoint or equivalents
Strong project management, organization, and communication skills
Ability to work cross-functionally and interact professionally with senior leaders
Strong attention to detail with commitment to accuracy and quality
Bachelor's degree in a business, communications, analytics, or related discipline
Tableau certification or willingness to complete certification within 6–12 months
Experience with Salesforce, Gainsight, ZoomInfo or similar platforms
Prior exposure to CX, analytics, proposal work, or operational support roles