CX Operations Specialist

At Lexipol our mission is to create safer communities and empower the individuals on the front lines with marketleading content and technology. Our topnotch team works closely with law enforcement fire EMS corrections and local government professionals to tailor our solutions to better address todays challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference day in and day out.

The Work

The Customer Experience (CX) Operations team at Lexipol is dedicated to providing customerfocused insights that inform strategic decisionmaking optimize customer engagement and enhance retention. Our team collaborates with other divisions within the larger CX organization including Professional Services Customer Support and Solutions while also working closely with partners in Sales and Product. Were looking for an Operations Analyst to develop datadriven insights and actionable analytics to drive success across the customer journey.

This is done through working in these areas of focus:

Data Analysis & Reporting

• Build maintain and optimize customer experience reports and dashboards using SQL Power BI Salesforce and other analytics tools.

• Conduct indepth analysis of key CX metrics (e.g. Customer Satisfaction NPS Customer Effort Score) to inform improvement strategies.

• Leverage forecasting and basic predictive modeling using Python to anticipate trends in customer behavior and engagement.

Customer Insights & Data Storytelling

• Analyze diverse data sources including customer journey data Voice of the Customer (VOC) feedback and product usage metrics to identify pain points and opportunities.

• Translate data into clear compelling insights and visuals that support strategic decisions for the CX team and business stakeholders.

• Present findings and recommendations to internal teams in a way that is accessible to both technical and nontechnical audiences.

CrossFunctional Collaboration

• Collaborate with CX and crossfunctional teams including Customer Success Sales Product and Marketing to align data insights with customer journey improvements.

• Partner with the Data Services team to manage data pipelines ensuring data accuracy accessibility and alignment with reporting needs.

Customer Insights and Continuous Improvement

• Contribute to developing and refining methodologies for customer health scoring segmentation and data visualization to unlock new retention and satisfaction strategies.

• Identify opportunities for automating reporting processes to drive efficiency and scalability within CX Operations.

Requirements: To be considered for this role you will have this experience:

• 5 years in data analysis ideally in customer experience or SaaS environments.

• Strong proficiency in ETL workflows Data transformation and structuring SQL Python Power BI Excel Salesforce reporting with a preference for experience inAgentic AI workflows.

• Bachelors degree in Data Analytics Business Statistics Mathematics or a related field.

• Excellent communication skills with a demonstrated ability to convey complex data insights to nontechnical audiences and stakeholders.

Employee Value Proposition

• Highly influential position in one of the largest teams in the company (CX).

• Lots of room to innovate.

• Access to and communication with all levels of the organization.

• Influence and participate in shaping company strategies.

The Environment

• Highly collaborative.

• Passion filled culture: We have a passion for optimizing public safety.

• Outcome driven.

• Join a culture that takes the work seriously not ourselves. We have a professional sense of humor.

• Mission forward company: What we do makes a difference in communities.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Compensation and Benefits

Lexipol offers a competitive base salary monthly quarterly or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

The base salary compensation range starts at $80000 plus an annual performancebased bonus.

About Lexipol

Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are experts in policy training and wellness support committed to improving the quality of life for all community members. Our solutions include statespecific policies online learning behavioral health resources grant assistance and industry news and information offered through the websites Police1 FireRescue1 EMS1 Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12000 agencies and municipalities. For additional information visit .

Lexipol Is an Equal Opportunity Employer (EOE)

Lexipol LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race color religion gender national origin age sex pregnancy disability sexual orientation gender identity or expression veteran status genetic information or any other nonjobrelated characteristic. Lexipol complies with applicable federal state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including hiring placement promotion termination layoff recall transfers leave of absence compensation and training.