Fusion Connect

Customer Experience Operations & Analytics Specialist

Fusion Connect

full-time

Posted on:

Location Type: Remote

Location: Remote • New Jersey, Pennsylvania • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

Tableau

About the role

  • Develop, update, and maintain dashboards for NPS, CSAT, churn, ticket trends, and product utilization.
  • Prepare weekly, monthly, and quarterly performance reports for CX leadership and the Executive Team.
  • Analyze customer behavioral trends and identify insights that support churn reduction strategies.
  • Partner with Analytics and Data Engineering teams to refine reporting inputs and data quality.
  • Build, maintain, and improve Tableau dashboards (certification required within 6–12 months).
  • Serve as primary coordinator for RFPs, RFIs, proposals, and customer-required documentation.
  • Create and manage project timelines to ensure cross-functional contributors meet deadlines.
  • Compile responses from Product, Sales, Legal, Finance, Operations, and CX into cohesive proposal documents.
  • Maintain an updated library of standard responses, case studies, and product collateral.
  • Ensure consistency, accuracy, and compliance across all submitted materials.
  • Assist in project coordination, documentation, and meeting preparation.
  • Support onboarding, training, and process development within the CX and Account Management organizations.
  • Contribute to cross-functional process improvements that enhance customer experience and reduce churn.
  • Execute ad hoc tasks requested by CX leadership, including analysis, research, and administrative support.

Requirements

  • Proficiency in Microsoft Excel and PowerPoint or equivalents.
  • Strong project management, organization, and communication skills.
  • Ability to work cross-functionally and interact professionally with senior leaders.
  • Strong attention to detail with commitment to accuracy and quality.
  • Bachelor's degree in a business, communications, analytics, or related discipline.
  • Tableau certification or willingness to complete certification within 6–12 months.
  • Experience with Salesforce, Gainsight, ZoomInfo or similar platforms.
  • Prior exposure to CX, analytics, proposal work, or operational support roles.
Benefits
  • Equal opportunity employer
  • Commitment to diversity and inclusion in the workplace

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisdashboard developmentreportingproject managementcustomer behavioral analysischurn reduction strategiesdata quality refinementprocess developmentcross-functional process improvementsadministrative support
Soft skills
organizationcommunicationattention to detailprofessional interactioncommitment to accuracycollaborationcoordinationtime managementproblem-solvingadaptability
Certifications
Tableau certificationBachelor's degree in businessBachelor's degree in communicationsBachelor's degree in analytics