Customer Experience Analyst

Save lives, from the workplace to anyplace. The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a Customer Experience Analyst to join us in our mission to save lives and prevent injuries. Position Highlights: The Customer Experience Analyst is responsible for analyzing customer interactions, operational performance, and feedback across an omnichannel contact center to drive insights that improve both customer experience and operational efficiency. This role supports the delivery of world-class service by identifying trends, uncovering root causes, and recommending data-driven improvements across voice and digital channels. Working closely with Customer Service leadership and enablement team colleagues, this role serves as a key partner in optimizing contact center performance, leveraging tools such as Five9, and ensuring insights translate into measurable business outcomes. This position is a critical feeder role to leadership, building the analytical foundation required to support strategic decision-making and continuous improvement. What You’ll Own: Omnichannel Data Collection & Analysis Analyze customer interaction data across voice, email, and digital channels to include websites (self-service portals, FAQs), mobile appts, chatbots, live chat, SMS and social mediato identify trends, contact drivers, and performance patterns. Evaluate both experience metrics (CSAT, NPS, CES) and operational KPIs (AHT, FCR, Service Level, Quality) to understand performance drivers. Identify opportunities to reduce customer effort, improve resolution times, and enhance overall experience consistency. Reporting, Dashboards & Visualization Develop and maintain real-time and historical dashboards that provide visibility into customer experience and operational performance. Deliver recurring and ad hoc reporting for leadership, highlighting risks, trends, and actionable insights. Ensure reporting accuracy and consistency across systems, including Five9 and CRM platforms. Contact Center Analytics & Five9 Optimization Leverage Five9 reporting and analytics tools to assess: Call routing effectiveness IVR performance and containment Channel utilization and efficiency Partner with leadership to identify and recommend improvements to routing logic, workflows, and self-service capabilities. Support system enhancements and ensure data integrity across contact center platforms. Voice of Customer (VoC) & Sentiment Analysis Support and manage Voice of Customer programs, integrating feedback from surveys, complaints, and interaction-level data. Synthesize quantitative and qualitative insights to provide a comprehensive view of the customer experience. Monitor sentiment trends across customer segments and channels. Customer Journey Mapping & Experience Optimization Map and analyze end-to-end customer journeys across contact center touchpoints. Identify friction points, breakdowns, and inconsistencies impacting customer satisfaction and operational efficiency. Partner with stakeholders to improve critical moments in the customer journey. Root Cause Analysis & Continuous Improvement Conduct root cause analysis on negative feedback, repeat contacts, and performance gaps. Identify systemic issues driving customer dissatisfaction and operational inefficiencies. Partner with internal business units and shared service teams to validate findings and develop targeted improvement plans. Support continuous improvement initiatives and monitor progress through implementation. Actionable Insights & Impact Measurement Translate data into clear, prioritized recommendations aligned with customer and business goals. Communicate insights and influence stakeholders across the organization to drive alignment and adoption of proposed solutions. Quantify the impact of proposed changes and track post-implementation performance improvements. Support leadership in making data-driven decisions that balance customer experience with operational efficiency. Cross-Functional Collaboration Partner with Customer Operations, Workforce Management, Product, IT, and Training teams to align improvement initiatives. Support implementation of process, technology, and experience enhancements. Communicate insights effectively to both technical and non-technical stakeholders. We’re Looking for Someone with: 2–4 years of experience in contact center analytics, customer experience, or operations analysis. Experience in an omnichannel customer service environment. Familiarity with contact center KPIs and workforce dynamics. Strong analytical and problem-solving skills with the ability to interpret complex datasets. Knowledge of customer journey mapping and VoC frameworks. Proficiency in reporting tools (Excel, BI tools, dashboards). Strong communication and data storytelling skills. Experience with Five9 reporting, analytics, or administration. Experience with BI tools (Power BI, Tableau) and CRM platforms (e.g., Salesforce). Basic experience with SQL or data querying tools. This is a remote position. Salary range: $85,000 to $90,000 Reasons You’ll Love it here: NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following: At least 20 PTO days accrued 1 st year and 11 paid holidays Flexible work arrangements Comprehensive medical, dental, vision, and life insurance plans Flex spending accounts for medical and dependent care 403(b) & Roth 403(b) with employer match up to 6% Reimbursable training Dress for your day Our hiring process is designed to give you the opportunity to shine at each step. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way! NSC is a Recovery-Friendly Workplace. We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions. NSC is an equal opportunity employer.