Senior CX Analyst

About Reputation

Reputation founded in Silicon Valley in 2013 is the industrys sole platform that uses an AI-powered product stack to help companies measure manage and scale their real-time reputation performance everywhere effectively functioning as a businesss eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner Kleiner Perkins and Marlin Equity Partners driving substantial annual recurring revenue from Global Fortune 1000 companies major automotive OEMs healthcare systems and top property management firms with trust from over 250 partners including Google and Meta. Recognized recently as Americas Greatest Midsized Workplaces by Newsweek which rewards excellence and career development and attracts player-coaches team-oriented collaborators and individuals who value perseverance and hustle.

Your Role at Reputation

As a Senior CX Analyst within our Expert Services team you are the analytical engine of our strategic partnerships. You serve as a dedicated partner to our Mid-Market and Small Enterprise clients delivering analytical rigour that empowers them to drive CX transformations. You act as the bridge between complex raw data and actionable business strategies ensuring that every insight you uncover translates into tangible value for our clients. By owning the analytical lifecyclefrom design to deliveryyou enable our clients to maximise their investment and realise long-term growth.

How Youll Shape the Experience

Analytical Execution (70%)

• Custom Analysis & Insight Discovery: Manage the full lifecycle of custom insight reviews conducting deep-dive analyses to uncover key narratives and sentiment trends that inform client strategy.

• Data Visualisation & Storytelling: Translate complex unstructured feedback into clear compelling narratives using advanced visualisation techniques and polished presentation materials.

Strategic Advisory & Account Growth (30%)

• Insight-Driven Consultation: Utilise analytical findings to drive strategic conversations providing practical grounded guidance that positions Expert Services as a trusted extension of the clients team.

• Strategic Workshops: Facilitate impactful sessions such as Customer Journey Mapping and maturity assessments to help clients optimise their products and extract deeper strategic value.

• Commercial Partnership: Support CSMs in achieving strategic milestones identifying whitespace opportunities to expand service revenue and safeguarding contract renewals.

The Skills That Set You Apart

• Experience: 4 years in strategic insights data analytics or CX consulting (ideally within SaaS or Market Research).

• Advanced Data Storytelling & Presentation: Expert ability to synthesise complex data sets into actionable narratives for executive and senior stakeholder audiences.

• CX Methodology: Deep understanding of CX best practices survey design and research methodologies.

• Commercial & Strategic Mindset: Ability to identify growth opportunities support renewals and frame data as a value-based business solution.

• Technical Proficiency: Proficiency in analytical tools (SPSS) and SQL for data querying and data visualisation platforms. Experience utilising AI-driven tools to enhance data analysis speed and operational efficiency.

• Autonomy & Collaboration: Proven track record of managing end-to-end projects independently while actively collaborating across internal teams to drive outcomes.

Where Youll Connect & Collaborate

• Location: This position offers flexibility and is available as either a Hybrid role (based in our Liverpool office) or a fully Remote position depending on the candidates preference.

• Reporting: Reports to the Global Senior Manager Expert Services.

• Focus: Dedicated to Mid-Market and Small Enterprise accounts.

Our Benefits & Perks

We believe our people deserve to feel supported valued and rewarded both in and out of work. Thats why we offer a generous and thoughtfully designed benefits package including:

• Fully funded private medical insurance for you and your family we cover 100% of the premium so you can focus on what matters most: your health and wellbeing.

• Life insurance at 4x your annual salary giving extra peace of mind for you and your loved ones.

• Company-funded Medicash cash plan for employees and dependent children.

• Employee Assistance Programme (EAP) confidential mental health wellbeing and practical support whenever you need it.

• 21 days paid annual leave plus all UK bank holidays and on top of that enjoy 6 additional company-wide Extended Company Holidays each year dedicated wellness days where the entire Office switches off together to rest reset and prioritise wellbeing.

• Cycle to Work Home & Tech Schemes saving you up to 8% on products while spreading the cost interest-free over 12 months.

• Pension scheme with Scottish Widows via salary sacrifice

• Employee Resource Groups (ERGs) that foster connection belonging and shared experiences

• Free on-site car parking at our Liverpool office.

• Free snacks and drinks to keep you fueled throughout the day plus 15 towards lunch on core days via Deliveroo when working from the office.

• Gym membership reimbursement up to 20 per month to support your physical wellbeing.

• Opportunities to get involved in giveback and cultural activities helping you make a positive impact beyond your day-to-day role.

• Mortgage Advice Service access to a team of over 70 dedicated experts in getting you the best deal on your mortgage with no brokerage fees.

We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination where everyone is treated fairly regardless of race religion ethnicity gender sexual orientation age marital status disability or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.