Lead Data Analyst - CX Strategy; Remote

Overview

We are seeking a highly hands‑on Senior/Lead Data Analyst to support Customer Experience (CX) Strategy and Insights initiatives across key customer and client journeys. The role is ideal for a proactive, execution‑focused analyst who can quickly ramp up, operate independently, and turn complex customer experience data into actionable business outcomes.

• Own end‑to‑end CX and journey analytics across key member and client experiences, including digital behavior, contact drivers, and operational performance.
• Design, implement, and optimize transactional listening programs within Qualtrics or similar CX platforms.
• Develop and manage transactional surveys, digital intercepts, and session replay instrumentation and behavioral tagging.
• Analyze VoC, operational, contact center, and digital analytics data to identify customer friction points, repeat contacts, and experience gaps.
• Translate insights into actionable recommendations with clearly defined owners, measurable outcomes, and execution tracking.
• Deliver recurring CX reporting and business reviews, including KPI trends and variance analysis, root‑cause insights, action plans, and expected business impact.
• Create executive‑ready insight deliverables, newsletters, and deep‑dive analyses highlighting customer pain points, journey gaps, operational inefficiencies, and opportunities for improvement.
• Build structured work‑tracking processes to ensure visibility into initiatives, priorities, owners, progress, and outcomes.

• Bachelor's degree in Analytics, Data, Technology, Business, or a related field.
• 4–7+ years of experience in CX analytics, product analytics, journey analytics, or customer insights.
• Strong hands‑on experience with Qualtrics or similar CX/VoC platforms.
• Advanced experience with modern analytics and reporting tools such as Power BI, Databricks, and SQL.
• Demonstrated ability to connect customer experience signals to measurable operational and business outcomes.
• Proven ability to independently structure work, prioritize initiatives, and execute with minimal oversight.
• Strong communication and stakeholder management skills.

• Experience leveraging AI‑enabled analytics capabilities within platforms such as Qualtrics, Databricks, Power BI, or similar tools.
• Experience using AI‑assisted insights, automation, predictive analytics, or intelligent reporting features within modern data and CX platforms.
• Experience working in enterprise‑scale customer experience environments.
• Prior experience in highly cross‑functional organizations involving Product, Operations, and Technology teams.

• Go‑getter mentality with the ability to hit the ground running.
• Highly hands‑on and execution‑oriented.
• Comfortable navigating ambiguity and driving outcomes independently.
• Strong analytical storyteller who can move from insight to action.
• Detail‑oriented with strong organizational and execution discipline.

We offer comprehensive benefits including medical, dental, and vision insurance, HSA, FSA, 401(k), and life, disability, and independent disability insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Pay range: the lowest to highest compensation we believe we would pay for this role. Salary is based on factors such as relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.