Customer Experience Analyst (AI)

Location: Remote; role associated with San Ramon, California, United States of America.

Salary: $77,000–$114,000 annual salary, negotiable based on experience and location, plus a discretionary annual bonus.

Company

hirify.global is a Fortune-ranked professional services company hiring for its Marketing Customer Experience department.

What you will do

• Manage recurring customer experience reporting cycles, including data preparation, quality assurance, summaries, leadership materials, dashboard maintenance, and report automation.
• Analyze survey results, customer trends, segments, open-text feedback, and signals from structured and unstructured data using quantitative, qualitative, statistical, text analytics, and AI-assisted methods.
• Manage established customer experience survey programs, including programming, distributions, contact lists, suppression rules, workflows, maintenance, testing, and documentation.
• Lead the development, configuration, testing, monitoring, and analysis of digital intercepts with internal teams and external vendors.
• Lead focus groups and individual interviews with clients and candidates, including scheduling, notetaking, organization, and thematic synthesis.
• Investigate customer experience trends, emerging risks, customer friction, reporting alerts, and business questions while partnering with Customer Experience, Design, Digital, Technology, Data, and vendor teams.

Requirements

• Bachelor’s degree in business, marketing, research, analytics, social sciences, or a related field, or equivalent professional experience.
• 5+ years of experience in customer experience, customer insights, survey research, market research, analytics, or related work.
• Strong analytical judgment, quantitative and qualitative analysis, data quality, research fundamentals, problem solving, process improvement, and management of recurring workstreams.
• Clear written and verbal communication, collaboration across business, technical, and vendor teams, strong follow-through, curiosity, and attention to detail.
• Advanced Microsoft Excel and PowerPoint skills.
• Intermediate experience with Qualtrics or a comparable enterprise survey platform.
• Experience with visualization tools, statistical analysis including frequencies, cross-tabulations, trend analysis and related techniques, text analytics, and artificial intelligence-assisted analysis.

Culture & Benefits

• Group medical, vision, and dental insurance, plus FSA and HSA healthcare accounts.
• Life and accident insurance, adoption and fertility assistance, paid parental leave of up to 6 weeks, and short- and long-term disability coverage.
• Paid time off for vacation, personal needs, and sick time, with up to 17 days of Choice Time Off for a new hire and up to 11 paid holidays per calendar year.
• 401(k) savings and investment plan or deferred compensation plan, where eligible, with a 100% employer match on the first 3% of contributions.
• Employment offers are contingent on successful completion of a background check.