CX Operations Analyst

Miro is a visual collaboration platform founded in 2011 originally known as RealtimeBoard. It enablesteams to brainstorm plan and work together on an infinite digital canvas. With over 100 million usersglobally Miro is used by companies like Nike and Deloitte. Headquartered in Amsterdam and SanFrancisco it has evolved into an innovation workspace integrating AI and enterprise tools.

Position Summary
The CX Operations Analyst plays a key role in driving customer experience and operational efficiencythrough data analysis modeling visualization and process optimization. This position supports cross functional teams including the Customer Experience (CX) Team by transforming complex datasetsinto actionable insights building dashboards and creating strategic presentations. Ideal candidatesbring strong analytical skills SaaS experience and proficiency in tools like SQL Python Excel andTableau along with the flexibility to work across APAC North American or European time zones in ahybrid setting.

Roles & Responsibilities
Data Analysis & Reporting: Process analyze and interpret large datasets to extract
actionable insights for the Post-Sales Team.
PowerPoint Presentations: Create impactful presentations with data visualizations insights
and recommendations to support business strategies.
Data Modeling: Develop models that help forecast trends optimize customer experience
performance and improve operational efficiency.
ETL & Data Processing: Extract transform and load (ETL) data from various sources for
reporting and analysis.
Dashboard Development: Build and maintain interactive dashboards using data visualization
tools to track key performance indicators (KPIs) and business metrics.
Collaboration: Work closely with Customer Experience Sales Finance and Marketing Teams
to provide data-driven support and insights.
CX Process Optimization: Responsible for analyzing and improving customer experience (CX)
processes to enhance efficiency streamline workflows and ensure a seamless end-to-end
customer journey.

Qualifications
graduate of 4-year Bachelors degree program in Business Engineering Statistics
Mathematics or a related field
minimum of 2 years of experience in SaaS environment or has experience working for a
consulting firm preferably supporting customer success and experience
work experience in other sales organizations preferred
proficiency in Excel (advanced functions pivot tables macros)
experience with SQL Python or R for data manipulation preferred
familiarity with ETL tools for data extraction and processing
experience with Salesforce Gainsight preferred
proficiency in PowerPoint to create compelling business presentations
hands-on experience with Tableau Power BI Looker or other data visualization tools
experience building scalable data models (e.g. in Pigment) for ROI analysis and operational
support preferred
familiarity with managing contract timelines and opt-out clauses preferred
focus on system continuity and redundancy to reduce role dependency
ability to support Sales Strategy & Operations (SSOPS) through sustainable transferable
solutions
strong attention to detail and ability to manage large datasets efficiently
excellent communication skills with the ability to translate data into actionable insights
proactive mindset with a problem-solving approach
flexibility to work across APAC North American or European time zones in a hybrid
arrangement.

All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin ethnicity age disability marital status or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer believes in each persons potential and well help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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