Offer summary

Qualifications:

Bachelor's degree in a relevant field such as Business, Data Analytics, or a related discipline., Proficiency in analytical tools such as Excel, Python, and SQL., Experience in Customer Experience (CX) program management and data analysis., Strong communication skills for client-facing interactions and report presentations..

Key responsibilities:

Manage and support global Customer Experience (CX) programs in collaboration with cross-functional teams.

Oversee project timelines and coordinate with internal teams and external stakeholders.

Provide analytical support to turn data into actionable business insights and develop executive-ready reports.

Communicate project updates and insights clearly to internal managers and client teams.

Job description

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We work with some of the world’s largest organizations across various industries, including Healthcare, Financial Services, Specialty Retail, and Telecommunications, helping them gain a deep understanding of their customers, develop actionable insights, and improve business processes.

We are looking for a Senior Analyst - VoC to join our team and support one of our key clients. In this role, you will contribute to the rollout and optimization of CX programs by delivering meaningful insights and analysis that help drive customer satisfaction and business performance.

About the role

You will serve as a dedicated expert embedded within the Customer Experience team at Salesforce. In this client-facing role, you’ll work closely with business unit leaders across the organization to support data-driven decision-making and the ongoing enhancement of CX programs. Your responsibilities will include querying, refining, and synthesizing customer and operational data from various internal systems to uncover actionable insights. You will also contribute to the evolution of CX processes across the Salesforce ecosystem, helping to ensure that the voice of the customer is integrated into strategic priorities. This is a full-time, remote position.

Responsibilities:

Manage and support global Customer Experience (CX) programs in collaboration with cross-functional teams.
Oversee project timelines, ensuring smooth coordination across internal teams and external stakeholders.
Manage relationships with implementation vendors, tracking deliverables and performance.
Provide analytical support using tools like Excel, Python, and SQL to turn data into actionable business insights.
Design, test, and refine customer surveys based on client objectives and CX strategy.
Develop clear, executive-ready reports and dashboards using data from multiple sources.
Troubleshoot technical and operational challenges, manage vendor relationships, and optimize CX reporting platforms.
Communicate project updates, insights, and recommendations clearly to internal managers and client teams.