Senior Analyst - CX Operations

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Analyst – CX Operations in India.

This role sits at the intersection of customer experience operations, data analytics, and process optimization, supporting a fast-paced implementation environment. You will play a key part in improving operational efficiency by delivering accurate reporting, maintaining high-quality documentation, and optimizing workflows across CX systems. Working closely with cross-functional stakeholders, you will transform data into actionable insights that support leadership decision-making. The position requires strong analytical thinking, attention to detail, and the ability to manage multiple operational priorities. You will also contribute to system improvements and governance practices that ensure consistency and scalability. This is an opportunity to directly impact how CX operations are measured, executed, and continuously improved in a global organization.

In this role, you will drive operational excellence across CX and implementation functions by ensuring accurate reporting, streamlined processes, and effective system and documentation management.

• Own recurring operational reporting, ensuring accuracy, consistency, and timely delivery of insights for leadership.
• Develop and maintain KPIs, validating data integrity and refining metric definitions as needed.
• Create presentation-ready dashboards, reports, and performance summaries for senior stakeholders.
• Maintain and optimize documentation in Confluence and SharePoint, ensuring process clarity and governance.
• Improve reporting and intake workflows to reduce manual effort and enhance operational efficiency.
• Support Wrike administration, including workflow updates, data hygiene, and intake management.
• Participate in change management activities such as testing, rollout support, and post-launch adoption monitoring.
• Partner with cross-functional teams to translate business needs into operational and technical requirements.

Requirements

This role requires strong experience in CX operations, reporting, and workflow management, along with advanced analytical and communication skills.

• 3–6 years of experience in CX operations, support operations, business intelligence, or implementation operations.
• Strong proficiency in Wrike, Salesforce, Power BI, and MS Excel for reporting and data analysis.
• Experience in KPI development, balanced scorecards, and performance reporting methodologies.
• Strong analytical skills with high attention to detail and data accuracy.
• Experience creating and maintaining SOPs, documentation standards, and process frameworks.
• Ability to present insights and influence senior stakeholders through clear communication.
• Familiarity with change management, UAT, and workflow optimization processes.
• Basic understanding of B2B financial concepts and their impact on operational outcomes.

Benefits

• Competitive compensation aligned with CX operations and analytics roles
• Remote-first working model within a global organization
• Opportunity to work with modern CX systems and analytics tools
• Exposure to cross-functional, data-driven operational strategy
• Strong focus on process improvement and professional development
• Inclusive, collaborative, and globally distributed team culture
• Opportunities to influence CX performance and operational excellence at scale