We are looking for a Senior Customer Experience (CX) Analyst to build and lead the analytics function for Customer Experience. This role will serve as the primary owner of CX data strategy, business intelligence, operational analytics, capacity planning, forecasting, and executive reporting. You will transform large volumes of customer, operational, and revenue data into actionable insights that improve customer outcomes, increase operational efficiency, and drive business growth.

You will partner closely with CX, Finance, and Data teams to ensure Customer Experience is both data-driven and directly connected to company performance. As AI becomes increasingly embedded in the customer journey, this role will also establish the measurement frameworks necessary to evaluate and optimize both human and AI-driven customer interactions. Deliver monthly and quarterly business reviews, translating complex data into clear recommendations that drive strategic decisions Develop predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators Forecast contact volume across all channels (phone, chat, email, SMS, porting, AI) and build capacity and staffing models accounting for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction Measure and quantify the impact of CX initiatives on ARR, customer lifetime value,



and revenue growth, partnering with Revenue and Finance teams 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or related fields. ~Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations. ~ Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs. ~ Technical expertise: Advanced SQL and data modeling experience.

Strong experience with BI and visualization platforms such as Mode, Tableau, Sigma, Looker, or Power BI.

Experience working with large datasets and performing statistical analysis. Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics.

Experience with experimentation, trend analysis, cohort analysis, and customer segmentation. Familiarity with AI performance analytics and automation reporting.

Experience in SaaS, telecommunications, contact center, or high-growth technology environments. Knowledge of customer journey analytics, customer health scoring, and retention modeling. The annual base salary range for this position in the US is $119,000 - $140,000 USD, and in Canada is $119,000 - $140,000 CAD, plus equity and benefits.

Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a adaptable PTO policy. equity extensive medical coverage a flexible PTO policy #

📌 Senior Customer Experience Operations Analyst (Ottawa)
🏢 Quo
📍 Ottawa