CX Operations Analyst

3 days ago

Manila, Philippines Genfinity Full time

CX Operations Analyst Genfinity Manila, National Capital Region, Philippines The CX Operations Analyst plays a key role in driving customer experience and operational efficiency through data analysis, modeling, visualization, and process optimization. This position supports cross‑functional teams, including the Customer Experience (CX) Team by transforming complex datasets into actionable insights, building dashboards, and creating strategic presentations. Ideal candidates bring strong analytical skills, SaaS experience, and proficiency in tools such as SQL, Python, Excel, and Tableau, along with the flexibility to work across APAC, North American or European time zones in a hybrid setting. Roles & Responsibilities Data Analysis & Reporting: Process, analyze, and interpret large datasets to extract actionable insights for the Sales Team. PowerPoint Presentations: Create impactful presentations with data visualizations, insights, and recommendations to support business strategies. Data Modeling: Develop models that forecast trends, optimize customer experience performance, and improve operational efficiency. ETL & Data Processing: Extract, transform, and load (ETL) data from various sources for reporting and analysis. Dashboard Development: Build and maintain interactive dashboards using data visualization tools to track key performance indicators and business metrics. Collaboration: Work closely with Customer Experience, Sales, Finance, and Marketing Teams to provide data‑driven support and insights. CX Process Optimization: Analyze and improve customer experience processes to enhance efficiency, streamline workflows, and ensure a seamless end‑to‑end customer journey. Qualifications Graduate of a 4‑year Bachelor’s degree program, preferably majoring in Business, Economics, Data Science, Mathematics, Engineering, or a related field. Minimum of 3 years of experience in a SaaS environment, preferably supporting customer success. Experience in sales organizations and with sales enablement tools such as Salesforce or Gainsight. Proficiency in Excel (advanced functions, pivot tables, macros) and experience with SQL, Python, or R for data manipulation. Familiarity with ETL tools and data extraction and processing. Experience with Tableau, Power BI, Looker, or similar data visualization tools. Proficiency in PowerPoint for creating compelling business presentations. Hands‑on experience building scalable data models (e.g., in Pigment) for ROI analysis and operational support. Strong attention to detail, excellent communication skills, proactive mindset, and problem‑solving approach. Flexibility to work across APAC, North American, or European time zones in a hybrid arrangement. Equal Opportunity Employers All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. #J-18808-Ljbffr

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