Senior Analyst - CX Operations

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Analyst – CX Operations in India. This role sits at the intersection of customer experience operations, data analytics, and process optimization, supporting a fast-paced implementation environment. You will play a key part in improving operational efficiency by delivering accurate reporting, maintaining high-quality documentation, and optimizing workflows across CX systems. Working closely with cross-functional stakeholders, you will transform data into actionable insights that support leadership decision-making. The position requires strong analytical thinking, attention to detail, and the ability to manage multiple operational priorities. You will also contribute to system improvements and governance practices that ensure consistency and scalability. This is an opportunity to directly impact how CX operations are measured, executed, and continuously improved in a global organization.
• Accountabilities In this role, you will drive operational excellence across CX and implementation functions by ensuring accurate reporting, streamlined processes, and effective system and documentation management. Own recurring operational reporting, ensuring accuracy, consistency, and timely delivery of insights for leadership. Develop and maintain KPIs, validating data integrity and refining metric definitions as needed. Create presentation-ready dashboards, reports, and performance summaries for senior stakeholders. Maintain and optimize documentation in Confluence and SharePoint, ensuring process clarity and governance. Improve reporting and intake workflows to reduce manual effort and enhance operational efficiency. Support Wrike administration, including workflow updates, data hygiene, and intake management. Participate in change management activities such as testing, rollout support, and post-launch adoption monitoring. Partner with cross-functional teams to translate business needs into operational and technical requirements. Requirements This role requires strong experience in CX operations, reporting, and workflow management, along with advanced analytical and communication skills. 3–6 years of experience in CX operations, support operations, business intelligence, or implementation operations. Strong proficiency in Wrike, Salesforce, Power BI, and MS Excel for reporting and data analysis. Experience in KPI development, balanced scorecards, and performance reporting methodologies. Strong analytical skills with high attention to detail and data accuracy. Experience creating and maintaining SOPs, documentation standards, and process frameworks. Ability to present insights and influence senior stakeholders through clear communication. Familiarity with change management, UAT, and workflow optimization processes. Basic understanding of B2B financial concepts and their impact on operational outcomes. Benefits Competitive compensation aligned with CX operations and analytics roles Remote-first working model within a global organization Opportunity to work with modern CX systems and analytics tools Exposure to cross-functional, data-driven operational strategy Strong focus on process improvement and professional development Inclusive, collaborative, and globally distributed team culture Opportunities to influence CX performance and operational excellence at scale
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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