Trident is a leading provider of virtual assistant services, empowering busy professionals to streamline their administrative and operational workloads. As we scale toward our ambitious goal of 25,000 net members by the end of 2026, we are seeking a Customer Experience (CX) Analyst to join our remote team in the Philippines. This role is pivotal in shaping member journeys, optimizing retention, and driving growth through actionable analytics. You will report directly to the Experience Champion & OKR Program Owner and serve as the voice of the member, translating complex data into strategic recommendations for leadership.
Key responsibilities include:
- Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints.
- Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns.
- Build and maintain an early-warning retention model to identify and reduce preventable cancellations.
- Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments.
- Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members.
- Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines.
- Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates.
- Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.