CX Insights and Platform Analyst (AI)

Location: Fully remote, based in Heredia, Costa Rica

Company

Global data and technology organization serving markets including financial services, healthcare, automotive, agribusiness, and insurance.

What you will do

• Combine voice-of-customer, survey, conversational, and operational data to identify themes, drivers, root causes, risks, and opportunities.
• Connect customer experience signals with operational and business measures to demonstrate impact.
• Build and maintain role-based Medallia reports, dashboards, alerts, surveys, and insight views.
• Administer platform access, configurations, data feeds, governance, documentation, and data quality.
• Enable Medallia GenAI, text analytics, conversational intelligence, and automation use cases.
• Partner with CX, Sales, Service, Operations, Product, data, technology, and vendor teams.

Requirements

• Hands-on experience administering Medallia or another enterprise CX or voice-of-customer platform.
• At least 3 years of experience combining customer feedback with conversational, operational, and other data to generate insights.
• Experience creating dashboards, reports, analyses, and stakeholder-ready presentations.
• Strong quantitative and qualitative analysis skills, including verbatim analysis and root-cause identification.
• Knowledge of CX measurement, survey design, feedback operations, and data-quality principles.
• Strong analytical, critical-thinking, problem-solving, communication, and presentation skills; SQL or similar querying skills are beneficial.

Nice to have

• Exposure to GenAI, text analytics, conversational intelligence, or automation.
• Experience with Tableau, Power BI, Excel, Salesforce, or similar BI and reporting tools.

Culture & Benefits

• Fully remote work opportunity with flex work and work-from-home support.
• Medical, life, and dental insurance.
• Paid time off, family bonding leave, bereavement leave, and annual performance bonus.
• Education reimbursement, International Share Save Plan, Asociacion Solidarista, and referral program.
• Inclusive, purpose-driven culture with a global workforce across 32 countries.