CX Operations Analyst

At Lexipol our mission is to create safer communities and empowerthe individualson the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement fire EMS corrections and local government professionals to tailor our solutions to better address todays challenges and keepfirstresponders 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 Lexipolis dedicated to providingcustomer-focused insights that inform strategic decision-makingoptimizecustomer 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 for a Data Analyst to develop data-driven insights and actionable analytics to drive success across the customer journey. This position is remote #LI-Remote.

This is done through working in these areas of focus:

Data Analysis & Reporting

• Buildmaintain andoptimizecustomer experience reports and dashboards using SQL Power BI Salesforce and other analytics tools.

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

• Leverage forecasting and basic predictive modeling usingPython or R(preferred) toanticipatetrends 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 toidentifypain 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 non-technical audiences.

Cross-Functional Collaboration

• Collaborate with CX and cross-functional 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.

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

Requirements: Tobe considered for this role you will have this experience:

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

• Strongproficiencyin SQL Power BI Excel Salesforce with a preference for experience in Python or R.

• Bachelors degree in DataAnalytics Business Statistics Mathematics ora related field.

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

Employee Value Proposition

• Have a seat at the table. Report directly to theChief Customer Officer.

• Key leadership post in one of the largest teams in the company (CX).

• Lots of room to innovate.

• Access to andcommunicationwith all levels of the organization.

• Influence andparticipatein shaping company strategies.

The Environment

• Highly collaborative.

• Passion filledculture: We have a passion foroptimizingpublic 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 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 $70000plus an annual performance-based bonus.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this 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.
Hourly rate for this role is$36.40 depending on experience.

About Lexipol
Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy training and wellness support committed to improving the quality of life for all community members. Our solutions include state-specific 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 non-job-related 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.#LI-AD1