Senior/Lead Data Analyst - CX Strategy & Insights

• Own end-to-end journey analytics and CX measurement across priority member and client journeys such as Account Access, Claims, Client, and Card.
• Connect digital behavior, contact drivers, and experience metrics to business and operational outcomes.
• Design and deploy transactional surveys in Qualtrics or similar platforms aligned to journey steps.
• Implement digital intercepts across key touchpoints and instrument session replay tagging to capture behavioral signals.
• Maintain complete listening coverage across journeys, document instrumentation, identify gaps, and drive closure of gaps.
• Analyze Voice of Customer, digital, and contact center data to identify root causes of friction, repeat contact, and poor experience outcomes.
• Translate insights into clear actions with defined owners and measurable outcomes, and ensure execution.
• Deliver weekly CX reporting with metric trends, variance explanations, root cause insights, actions in progress, and expected impact.
• Own structured work tracking with actions, owners, priorities, outcomes, and regular progress updates.
• Develop CX insight outputs such as newsletters and deep dives that articulate wins, issues, customer pain signals, root causes, and actions.
• Partner with Product, Operations, Technology, and CX teams to validate insights, remove blockers, and ensure follow-through.
• Operate independently, structure ambiguous problems, and drive execution without constant direction.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance., * 4 to 7+ years in CX analytics, product analytics, or journey analytics.

• Hands-on experience with Qualtrics or similar CX platforms, including transactional surveys, digital intercepts, and session replay or behavioral tracking.
• Experience with NPS, CSAT, and Voice of Customer data.
• Experience with contact center data including call drivers, repeat contact, and AHT.
• Experience with digital funnel and journey analytics.
• Proven ability to connect CX signals to operational and business outcomes.
• Demonstrated capability to independently structure work, build analytical outputs, and drive execution from insight to action.
• Strong cross-functional collaboration skills across Product, Technology, and Operations.
• High ownership, execution rigor, and speed in ambiguous environments.

Education Requirements:

• Bachelor's degree required. Analytics, data, or technical background preferred.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.