Customer Experience Analyst

Location: Remote position

Salary: $85,000–$90,000 per year

Company

hirify.global is a nonprofit safety organization focused on preventing unintentional injuries and deaths through research, education, leadership, and advocacy.

What you will do

• Analyze customer interactions across voice, email, websites, mobile apps, chatbots, live chat, SMS, and social media.
• Evaluate customer experience metrics, including CSAT, NPS, and CES, alongside operational KPIs such as AHT, FCR, Service Level, and Quality.
• Build and maintain real-time and historical dashboards and provide recurring and ad hoc reporting for leadership.
• Use Five9 analytics to assess call routing, IVR performance, containment, channel utilization, and operational efficiency.
• Manage Voice of Customer and sentiment analysis initiatives, map customer journeys, and identify friction points.
• Conduct root cause analysis, recommend improvements, collaborate with business and shared service teams, and measure post-implementation impact.

Requirements

• 2–4 years of experience in contact center analytics, customer experience, or operations analysis.
• Experience in an omnichannel customer service environment and familiarity with contact center KPIs and workforce dynamics.
• Strong analytical, problem-solving, communication, and data storytelling skills.
• Knowledge of customer journey mapping and Voice of Customer frameworks.
• Experience with Five9 reporting, analytics, or administration; BI tools such as Power BI or Tableau; and CRM platforms such as Salesforce.
• Basic experience with SQL or other data querying tools.

Culture & Benefits

• At least 20 PTO days accrued in the first year and 11 paid holidays.
• Flexible work arrangements and a focus on work-life balance.
• Medical, dental, vision, and life insurance, plus flexible spending accounts for medical and dependent care.
• 403(b) and Roth 403(b) plans with an employer match of up to 6%.
• Reimbursable training and a flexible dress policy.
• Recovery-friendly workplace with confidential resources, reasonable accommodations, and an inclusive environment.

Hiring process

• Complete an initial assessment.
• Participate in a first interview focused on skills and role fit.
• Participate in a second interview covering experience and potential contributions before the final decision.