CX Operations Insights Lead (SaaS)

TL;DR

CX Operations Insights Lead (SaaS): Bridging the gap between data-driven operational metrics and resource allocation across the Customer Experience department with an accent on headcount capacity planning and broad insights. Focus on developing forecasting models, automating leadership reporting, and aligning resource needs with company growth and revenue targets.

Location: Hybrid in Chicago, USA

Salary: $103,500–$121,500 base / $115,000–$135,000 OTE

Company

Leading customer engagement platform empowering brands to deliver personalized experiences via AI-powered decisioning and orchestration.

What you will do

• Develop and own headcount models and forecasting across the entire CX department.
• Forecast resource needs based on utilization models, company growth, and revenue targets.
• Partner with FP&A and Resource Management teams to align forecasts with tactical resourcing.
• Lead analytics for OKR metrics, Monthly/Quarterly Business Reviews, and Board decks.
• Automate data processes and reporting mechanisms to increase efficiency.
• Mentor and coach junior analysts within the team.

Requirements

• 4+ years of experience in BI, data analysis, or business strategy.
• Demonstrated experience in headcount modeling and capacity planning.
• Proficiency in Google Sheets, Salesforce Reporting, Looker, and Snowflake SQL.
• Ability to synthesize complex data into clear narratives for executive leadership.
• Proficiency in utilizing AI tools like Gemini, Claude, or OpenAI for data insights.
• Must be based in Chicago.

Nice to have

• Experience with Tableau or other BI tooling.
• Experience with Gainsight.

Culture & Benefits

• Hybrid ways of working to prioritize work-life harmony.
• Competitive compensation including equity (RSUs) and employee stock purchase plans.
• Comprehensive medical, dental, vision, and disability insurance.
• Flexible paid time off and family services including fertility benefits.
• Professional development supported by a yearly learning stipend and formal career pathing.