CX Operations Business Analyst III

$99,917 - $109,000/Yr

Calendly - Atlanta, GA

Part-time - Mid Level

Remote - Atlanta, GA

Publishing Industries

About the position

The CX Operations Business Analyst III at Calendly plays a crucial role in enhancing the Customer Experience (CX) by leveraging data analytics to drive insights and improvements. This position focuses on implementing effective dashboards and reporting mechanisms to ensure timely and accurate data is available for decision-making. The analyst will collaborate with various departments to support data-driven strategies that enhance customer satisfaction and operational efficiency.

Responsibilities

• Analyze business data to provide insights into Customer Experience and Success, answering key questions and driving data-driven improvements.
• Partner with the Revenue Operations, Marketing, and Data organizations to discover insights that will uncover optimization opportunities.
• Conduct ad-hoc analysis to support business needs, including segmenting customer data and identifying potential opportunities to enhance the customer journey.
• Present complex data and trends through clear and insightful dashboards and reports to support business strategy.

Requirements

• 5+ years of experience in Data Analytics, Business Intelligence, or Customer Experience Operations departments.
• Experience with Zendesk, Salesforce, Chatbots, Google BigQuery and related systems.
• Proficiency in data visualization tools (e.g., Tableau, Looker, etc) and advanced Excel skills.
• Experience with SQL, Python and querying databases to retrieve and analyze large datasets.
• Ability to work independently, manage multiple tasks, and prioritize in a fast-paced environment.
• Experience managing complex projects to a deadline.
• Familiarity with customer experience metrics such as NPS, CSAT, and CES.

Nice-to-haves

• Bachelor's degree in Data Science, Statistics, Mathematics, Business Analytics, or a related field.
• Familiarity with automation tools and scripting (e.g. R, Javascript, Zapier, Workato).

Benefits

• Quarterly Corporate Bonus program
• Equity awards
• Competitive benefits