CX Analyst

FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world’s most sought-after brand in luxury re‑commerce, we know it’s our team members who make it all happen!

We value diversity in our people, perspectives, and products. For us, it’s the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in‑person and through our digital omni‑channel experiences. If you’re someone who embraces change, is authentic, and wants to make an impact this is the place for you.

The CX Analyst builds FASHIONPHILE’s Voice of the Customer infrastructure from the ground up, architecting the survey methodology, sampling strategy, and focus group programs, and turns hundreds of thousands of client interactions into a single, statistically defensible signal that drives decisions across CX leadership, Digital, Marketing, Retail, and Operations via monthly insights reports. The CX Analyst maps all client journeys that make those insights meaningful in context, and pairs quantitative VoC signals with qualitative session‑replay analysis to pinpoint where digital experience friction actually occurs.

The right candidate is the client’s proxy in internal meetings.

Responsibilities include:

• Design, implement, and continuously improve FASHIONPHILE's end‑to‑end VoC program, from survey instrument design, sampling methodology, trigger logic, and data collection to statistical analysis, insight development, recommendation prioritization, data storytelling, and reporting.
• Own CSAT and NPS measurement across core journey moments: (post‑purchase, post‑appointment, post‑quote acceptance, post‑payout, post‑service), including trend analysis, statistical significance testing, and driver analysis to isolate what’s actually moving the score.
• Use Quantum Metric to review session replays and quantify digital experience opportunities - surfacing rage clicks, drop‑off points, and friction patterns, and correlating them against VoC data, CSAT signals, and session‑replay evidence.
• Build and maintain client journey maps across the Shopper, Seller, and Circular (buy + sell) segments, making the end‑to‑end experience visible and actionable for CX, Digital, Marketing, Retail, and Operations.
• Identify the highest‑friction and highest‑emotion moments across client journeys and connect them directly to VoC data and CSAT signals.
• Produce monthly CX reports with actionable insights fit for executive‑level audiences grounded in a consistent analytical framework (trend, driver, and root cause analysis).
• Analyze root causes of escalations, refunds, and low‑CSAT moments using structured methodologies (ex. thematic coding of verbatims, cohort comparison) and translate findings into prioritized, quantified recommendations.

• Partner with Data Science on segment migration analytics and loyalty program measurement, including cohort definition and attribution logic.

• Maintain and optimize FASHIONPHILE’s Qualtrics instance, including audience‑specific dashboard development, Text IQ tuning, XM Directory management, and automated workflow development.

• 4+ years in CX analytics, customer research, or a closely related insights role.
• Qualtrics‑fluent: expertise in building role‑specific CX dashboards with drill‑down, filtering, and benchmarking, Stats IQ integration with Text IQ, crosstabbing verbatims by segment, channel, or touchpoint, building text‑based alerts when a topic spikes, response weighting and data cleaning, survey logic design (branching, quota management, trigger‑based distribution).
• Working knowledge of digital experience analytics tools (Quantum Metric or equivalent). Able to independently pull and interpret session replays to diagnose friction.
• Solid experience in journey mapping in a real context, having produced living artifacts used by cross‑functional teams.
• Strong quantitative fluency. Comfortable with descriptive and…