Lead Data Analyst - CX Strategy Remote

Kforce has a client that is seeking a Data Analyst - CX Strategy for a remote role.

Overview: We are seeking a highly hands-on Senior/Lead Data Analyst to support Customer Experience (CX) Strategy and Insights initiatives across key customer and client journeys. This role is ideal for a proactive, execution-focused analyst who can quickly ramp up, operate independently, and turn complex customer experience data into actionable business outcomes.

The ideal candidate combines strong analytical skills with deep experience in CX measurement, Voice of Customer (VoC), digital journey analytics, and modern analytics platforms such as Qualtrics, Databricks, and Power BI. Experience leveraging AI-enabled capabilities within analytics and CX platforms is strongly preferred.

Key Responsibilities:

• Own end-to-end CX and journey analytics across key member and client experiences, including digital behavior, contact drivers, and operational performance
• Design, implement, and optimize transactional listening programs within Qualtrics or similar CX platforms

Develop and manage:

• Transactional surveys
• Digital intercepts
• Session replay instrumentation and behavioral tagging
• Analyze VoC, operational, contact center, and digital analytics data to identify customer friction points, repeat contacts, and experience gaps
• Translate insights into actionable recommendations with clearly defined owners, measurable outcomes, and execution tracking

Deliver recurring CX reporting and business reviews including:

• KPI trends and variance analysis
• Root cause insights
• Action plans and expected business impact
• Build structured work tracking processes to ensure visibility into initiatives, priorities, owners, progress, and outcomes

Create executive-ready insight deliverables, newsletters, and deep-dive analyses highlighting:

• Customer pain points
• Journey gaps
• Operational inefficiencies
• Opportunities for improvement