CX Operations Analyst | IFS Copperleaf 1 Year Contract

IFS Copperleafs software helps some of the worlds largest firms make better strategic decisions. We have a track record of delivering award-winning industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure.

The CX Operations Analyst plays a key role in supporting the Customer Experience (CX) organization through financial tracking KPI monitoring and data-driven insights. This is a hands-on tactical analyst role focused on executing reporting performance tracking and data analysis to improve efficiency profitability and customer outcomes. The role partners closely with Finance Delivery and CX leadership to ensure business decisions are grounded in accurate and actionable data. This is a 1 year term contract role. 

KPI Management and Reporting

• Develop maintain and improve dashboards to monitor CX KPIs including customer retention adoption satisfaction and project profitability.
• Consolidate and validate data from multiple systems to ensure accuracy and consistency.
• Prepare recurring performance reports and ad hoc analyses to support management reviews and business decisions.

Data and Process Enablement

• Support process improvements that simplify and standardize CX reporting and analytics.
• Ensure data integrity across financial and operational systems (e.g. IFS Cloud Salesforce NetSuite Power BI).
• Collaborate with IT and operations teams to automate reporting workflows and enhance visibility into customer and project performance.

Cross-Functional Collaboration

• Partner with Customer Success Delivery Product and Finance teams to align operational metrics with business objectives.
• Provide analytical support during CX performance reviews forecasting cycles and business planning sessions.
• Contribute to special projects focused on improving customer experience performance and efficiency

Financial and Operational Support

• Partner with the CX Finance Business Partner to support CX financial performance tracking  including revenue cost and margin trends.
• Assist in monthly and quarterly reporting providing data consolidation and analysis to support budgeting forecasting and performance reviews.
• Assist in conducting variance analysis to identify key drivers behind deviations from budget and forecast.
• Prepare data-driven summaries and insights to support profitability and efficiency discussions.

Qualifications :

• Bachelors degree in Business Administration Finance Economics Data Analytics or a related field.
• 35 years of experience in financial or operational analysis ideally within software SaaS or professional services.
• Strong analytical and problem-solving skills with proficiency in Excel and Power BI (or similar BI/reporting tools).
• Familiarity with financial systems (e.g. NetSuite) and CRM/project tools (e.g. Salesforce Mavenlink).
• High attention to detail and data accuracy; ability to manage multiple priorities effectively.
• Excellent communication skills with the ability to translate complex data into clear insights.

Additional Information :

What Were Offering

• Salary Range: $80000 to $95000 annually

M/F/Disabled/Vet VEVRAA Federal Contractor.  We are a Drug-Free Workplace. Interested candidates should apply at: qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

Remote Work :

No

Employment Type :

Full-time