CX Operations Analyst | Copperleaf

Role Overview

IFS Copperleaf’s software helps some of the world’s largest firms make better strategic decisions. We have a track record of delivering award‑winning, industry‑changing solutions that enable our clients to build more resilient and sustainable infrastructure.

The CX Operations Analyst plays a key role in supporting the Customer Experience (CX) organization through financial tracking, KPI monitoring, and data‑driven insights. This is a hands‑on, tactical analyst role focused on executing reporting, performance tracking, and data analysis to improve efficiency, profitability, and customer outcomes. The role partners closely with Finance, Delivery, and CX leadership to ensure business decisions are grounded in accurate and actionable data.

This is a 1‑year term contract role.

• Develop, maintain, and improve dashboards to monitor CX KPIs — including customer retention, adoption, satisfaction, and project profitability.
• Consolidate and validate data from multiple systems to ensure accuracy and consistency.
• Prepare recurring performance reports and ad hoc analyses to support management reviews and business decisions.

• Support process improvements that simplify and standardize CX reporting and analytics.
• Ensure data integrity across financial and operational systems (e.g., IFS Cloud, Salesforce, Net Suite, Power BI).
• Collaborate with IT and operations teams to automate reporting workflows and enhance visibility into customer and project performance.

• Partner with Customer Success, Delivery, Product, and Finance teams to align operational metrics with business objectives.
• Provide analytical support during CX performance reviews, forecasting cycles, and business planning sessions.
• Contribute to special projects focused on improving customer experience performance and efficiency.

• Partner with the CX Finance Business Partner to support CX financial performance tracking, including revenue, cost, and margin trends.
• Assist in monthly and quarterly reporting, providing data consolidation and analysis to support budgeting, forecasting, and performance reviews.
• Assist in conducting variance analysis to identify key drivers behind deviations from budget and forecast.
• Prepare data‑driven summaries and insights to support profitability and efficiency discussions.

• Bachelor’s degree in Business Administration, Finance, Economics, Data Analytics, or a related field.
• 3–5 years of experience in financial or operational analysis, ideally within software, SaaS, or professional services.
• Strong analytical and problem‑solving skills, with proficiency in Excel and Power BI (or similar BI/reporting tools).
• Familiarity with financial systems (e.g., Net Suite) and CRM/project tools (e.g., Salesforce, Mavenlink).
• High attention to detail and data accuracy; ability to manage multiple priorities effectively.
• Excellent communication skills, with the ability to translate complex data into clear insights.

• Salary Range: $80,000 to $95,000 annually

We are a Drug‑Free Workplace. Interested candidates should apply at  M/F/Disabled/Vet VEVRAA Federal Contractor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.