CX Operations Analyst

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 crossfunctional 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 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 any 4-year Bachelors degree program from any of the universities
(University of the Philippines Ateneo de Manila University and De La Salle University)
preferably majoring in Business Economics Data Science Mathematics Engineering or a
related field
Minimum of 3 years of experience in SaaS environment preferably supporting customer
success and experience
Work experience in other sales organizations
Proficiency in Excel (advanced functions pivot tables macros)
Experience with SQL Python or R for data manipulation
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
arrangemen

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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