Lead Data Analyst - CX Strategy (Remote)

ResponsibilitiesKforce 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 performanceDesign, implement, and optimize transactional listening programs within Qualtrics or similar CX platformsDevelop and manage: Transactional surveysDigital interceptsSession replay instrumentation and behavioral taggingAnalyze VoC, operational, contact center, and digital analytics data to identify customer friction points, repeat contacts, and experience gapsTranslate insights into actionable recommendations with clearly defined owners, measurable outcomes, and execution trackingDeliver recurring CX reporting and business reviews including: KPI trends and variance analysisRoot cause insightsAction plans and expected business impactBuild structured work tracking processes to ensure visibility into initiatives, priorities, owners, progress, and outcomesCreate executive-ready insight deliverables, newsletters, and deep-dive analyses highlighting: Customer pain pointsJourney gapsOperational inefficienciesOpportunities for improvementSkills Bachelor's degree in Analytics, Data, Technology, Business, or related field4-7+ years of experience in: CX analyticsProduct analyticsJourney analyticsCustomer insightsStrong hands-on experience with Qualtrics or similar CX/VoC platformsExperience implementing and managing: Transactional surveysDigital interceptsSession replay/behavioral analyticsStrong experience analyzing: NPS/CSAT/Voice of Customer dataContact center metrics (repeat contact, call drivers, AHT)Digital funnel and journey analyticsAdvanced experience with modern analytics and reporting tools such as: Power BIDatabricksSQLDemonstrated ability to connect customer experience signals to measurable operational and business outcomesProven ability to independently structure work, prioritize initiatives, and execute with minimal oversightStrong communication and stakeholder management skillsPreferred Qualifications: Experience leveraging AI-enabled analytics capabilities within platforms such as Qualtrics, Databricks, Power BI, or similar toolsExperience using AI-assisted insights, automation, predictive analytics, or intelligent reporting features within modern data and CX platformsExperience working in enterprise-scale customer experience environmentsPrior experience in highly cross-functional organizations involving Product, Operations, and Technology teamsIdeal Candidate Profile: Go-getter mentality with the ability to hit the ground runningHighly hands-on and execution-orientedComfortable navigating ambiguity and driving outcomes independentlyStrong analytical storyteller who can move from insight to actionDetail-oriented with strong organizational and execution disciplineThe pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.This job is not eligible for bonuses, incentives or commissions.Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.By clicking "Apply Today" you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.Kforce is a professional staffing services firm offering Technology and Finance & Accounting jobs with top employers nationwide. We specialize in providing contract, contract-to-hire and direct placement opportunities, with over 50 years of experience in the staffing industry. Kforce offers many consultants comprehensive benefits depending on employment status, including medical, dental, 401(K), life insurance and disability. Our vision is to be "the firm most respected by those we serve."