Role Description The Senior Analyst, CX Strategy & Insights plays a critical role in capturing, connecting, and translating customer experience signals into measurable business outcomes across priority customer journeys. This position focuses on building and optimizing customer listening systems, generating actionable insights from customer and operational data, and driving tangible improvements in customer journeys and operational performance. The role emphasizes execution and measurable impact, ensuring that insights lead to improved customer experience, reduced repeat contact, and lower cost-to-serve rather than reporting output alone. - Own end-to-end journey analytics and customer experience measurement across priority member and client journeys, such as Account Access, Claims, Client, and Card journeys. - Integrate digital behavior data, contact drivers, and experience metrics to provide a comprehensive, unified view of the customer journey. - Design, implement, and scale transactional listening systems using Qualtrics or similar platforms to capture customer feedback at key journey steps. - Develop and deploy transactional surveys aligned to critical journey steps to capture real-time customer sentiment and experience. - Implement digital intercepts across critical customer touchpoints to gather in-context feedback and behavioral signals. - Instrument and manage session replay tagging to capture detailed behavioral data and identify friction points within digital experiences. - Maintain complete listening coverage across customer journeys, ensuring visibility into instrumentation and proactively identifying and addressing gaps. - Analyze Voice of Customer (VoC), digital, and operational data to identify root causes of customer friction, repeat contact, and suboptimal experiences. - Translate complex analytical findings into clear, actionable recommendations tied to measurable business impact and defined outcomes. - Convert customer insights into structured action plans, assign ownership, and establish measurable success metrics for each initiative. - Maintain structured work tracking for all initiatives, documenting priorities, milestones, progress updates, and results to ensure transparency and accountability. - Drive accountability and execution discipline across initiatives by monitoring progress, escalating barriers, and reinforcing commitments to action. - Deliver weekly CX reporting, including performance trends, variance analysis, root cause insights, and status updates on actions in progress and their expected impact. - Produce CX insight deliverables such as newsletters, deep-dive analyses, and presentations that clearly communicate performance, pain points, root causes, and recommended actions. - Partner closely with Product, Operations, Technology, and CX teams to validate insights, remove execution barriers, and ensure timely implementation of identified actions. - Operate independently to structure ambiguous problems, define analytical approaches, and drive execution without requiring ongoing direction. - Leverage CX analytics, journey analytics, product analytics, and financial analysis to support decision-making and quantify the value of CX initiatives. - Use SQL and other data query tools to extract, transform, and analyze data from multiple sources to support CX insights and reporting. - Prepare and deliver stakeholder communications and executive reporting that present insights, recommendations, and outcomes in a clear and compelling manner. - Utilize data visualization tools and techniques to present complex data and insights in an intuitive and actionable format. - Explore and apply AI automation opportunities where appropriate to enhance efficiency in data analysis, reporting, or CX operations. Qualifications - Bachelor’s degree required, with a preference for analytics, data, or technical disciplines. - 4–7+ years of experience in customer experience (CX) analytics, product analytics, or journey analytics. - Hands-on experience with Qualtrics or similar customer experience platforms, including designing and deploying transactional surveys. - Proven experience implementing digital intercepts across customer journeys to capture real-time feedback. - Experience instrumenting and utilizing session replay and behavioral tracking tools to understand digital customer behavior. - Demonstrated experience working with Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Voice of Customer (VoC) data. - Experience analyzing contact center data, including call drivers, repeat contact, and Average Handle Time (AHT). - Experience with digital funnel and journey analytics, including identifying drop-off points and optimization opportunities. - Strong proficiency in SQL and data querying for extracting and manipulating data from multiple sources. - Experience in CX analytics, journey analytics, and product analytics, with the ability to connect insights to business outcomes. - Ability to perform data analysis, reporting, and financial analysis to quantify impact and support business cases. - Strong stakeholder communication skills, with experience presenting insights and recommendations to Senior or executive audiences. - Experience creating executive reporting and data visualizations that clearly convey trends, root causes, and recommended actions. - Ability to operate independently, structure ambiguous problems, and drive initiatives from insight through execution. - At least 4+ years of analysis experience in relevant domains. Requirements - 7+ years of experience in CX analytics, product analytics, or journey analytics is highly desirable. - Experience in the financial technology (FinTech) industry or with customer survey programs is a strong advantage. - Extensive hands-on experience with NPS, CSAT, and Voice of Customer (VoC) data in complex customer environments. - Advanced proficiency with Qualtrics, including complex survey design, logic, and integration with digital channels. - Strong SQL skills and experience working with large datasets and complex data environments. - Experience with AI automation to enhance data analysis, reporting, or customer experience processes. - Experience with data visualization tools and techniques to create intuitive dashboards and reports. - Background in financial analysis to quantify the value of CX improvements and support investment decisions. - Proven ability to manage multiple initiatives simultaneously while maintaining structured tracking and prioritization. - Experience producing CX insight outputs such as newsletters, deep dives, and storytelling presentations for diverse audiences. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.