Trident BPO

Growth Marketing

• The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics.
• Deliver: Providing precision data on every member interaction and sales motion.
• Design: Utilizing pattern recognition to optimize member journeys and sales pipelines.
• Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting.
• Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints.
• Retention Modeling: This role is responsible for developing an "early-warning model" to proactively identify and mitigate at-risk accounts before they churn.
• Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target.
• Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels.
• Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%.
• Growth Reporting: The role monitors channel ramp-ups.
• Behavioral Decoding: The Analyst reviews and analyzes high-volume call records to identify behavioral patterns.
• AI Integration: This role translates AI-assisted call tagging and data into structured, actionable weekly reports for the leadership team.
• Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints.
• Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines.
• Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.

CX3 Analyst – Experience Intelligence, Growth