Lead Data Analyst - CX Strategy (Remote)

Overview

Kforce is seeking a highly hands-on Senior/Lead Data Analyst to support Customer Experience (CX) Strategy and Insights initiatives across key customer and client journeys. This remote role is ideal for a proactive, execution-focused analyst who can quickly ramp up, operate independently, and turn complex customer experience data into actionable business outcomes.

The ideal candidate combines strong analytical skills with deep experience in CX measurement, Voice of Customer (VoC), digital journey analytics, and modern analytics platforms such as Qualtrics, Databricks, and Power BI. Experience leveraging AI-enabled capabilities within analytics and CX platforms is strongly preferred.

Key Responsibilities

• Own end-to-end CX and journey analytics across key member and client experiences, including digital behavior, contact drivers, and operational performance.
• Design, implement, and optimize transactional listening programs within Qualtrics or similar CX platforms.

Develop and manage:

• Transactional surveys
• Digital intercepts
• Session replay instrumentation and behavioral tagging
• Analyze VoC, operational, contact center, and digital analytics data to identify customer friction points, repeat contacts, and experience gaps.
• Translate insights into actionable recommendations with clearly defined owners, measurable outcomes, and execution tracking.

Deliver recurring CX reporting and business reviews including:

• KPI trends and variance analysis
• Root cause insights
• Action plans and expected business impact
• Build structured work tracking processes to ensure visibility into initiatives, priorities, owners, progress, and outcomes.

Create executive-ready insight deliverables, newsletters, and deep-dive analyses highlighting:

• Customer pain points
• Journey gaps
• Operational inefficiencies
• Opportunities for improvement

Requirements

• Bachelor's degree in Analytics, Data, Technology, Business, or related field.
• 4-7 years of experience in CX analytics, product analytics, journey analytics, and customer insights.
• Strong hands-on experience with Qualtrics or similar CX/VoC platforms.
• Experience implementing and managing transactional surveys, digital intercepts, and session replay/behavioral analytics.
• Strong experience analyzing NPS/CSAT/Voice of Customer data, contact center metrics, and digital funnel/journey analytics.
• Advanced experience with modern analytics and reporting tools such as Power BI, Databricks, and SQL.
• Demonstrated ability to connect customer experience signals to measurable operational and business outcomes.
• Proven ability to independently structure work, prioritize initiatives, and execute with minimal oversight.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• Experience leveraging AI-enabled analytics capabilities within platforms such as Qualtrics, Databricks, Power BI, or similar tools.
• Experience using AI-assisted insights, automation, predictive analytics, or intelligent reporting features.
• Experience working in enterprise-scale customer experience environments.
• Prior experience in highly cross-functional organizations involving Product, Operations, and Technology teams.

Ideal Candidate Profile

• Go-getter mentality with the ability to hit the ground running.
• Highly hands-on and execution-oriented.
• Comfortable navigating ambiguity and driving outcomes independently.
• Strong analytical storyteller who can move from insight to action.
• Detail-oriented with strong organizational and execution discipline.

Benefits and Policies

• Comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees.
• Salaried personnel receive paid time off.
• Kforce is an Equal Opportunity/Affirmative Action Employer.
• This job is not eligible for bonuses, incentives or commissions.