CX and Digital Analytics Manager; Remote

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Job Summary:

National Debt Relief is seeking an insights-driven, technically capable CX & Digital Analytics Manager to lead the measurement and optimization of their end-to-end digital customer experience. This role involves overseeing a team of analysts to build a digital measurement framework and collaborating with various teams to enhance customer journeys and satisfaction.

Responsibilities:

• Lead the design and execution of CX and digital analytics strategy, including measurement planning, tagging frameworks, and KPI development.

• Manage implementation and QA of digital tracking via Google Tag Manager, Adobe Launch, or Tealium, in coordination with Data Enablement team.

• Partner with product, CX, and marketing teams to define data requirements, design event tracking specifications, and ensure robust data collection.

• Analyze funnel performance, engagement metrics, and client satisfaction signals across digital and assisted channels.

• Develop and maintain dashboards in tools like Sigma, Tableau, or Power BI to deliver real-time insights to stakeholders.

• Use GA4, Adobe Analytics, and SQL to identify CX friction points and recommend UX or process improvements.

• Lead analysis of digital test-and-learn efforts (A/B or multivariate) to quantify impact and optimize experiences.

• Apply marketing attribution models (e.g., MTA, MMM) and behavioral segmentation to inform targeting and personalization strategies.

• Collaborate with data engineering to ensure digital data flows into Snowflake or enterprise platforms for unified analytics.

• Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement.

Qualifications:

Required:

• 6+ years in digital, product, CX, or marketing analytics roles, ideally with leadership or mentorship experience.

• Strong SQL skills (Snowflake preferred) and comfort with data modeling and manipulation.

• Hands-on experience with GA4, Adobe Analytics, Mixpanel, or similar platforms.

• Expertise in tag management systems such as GTM, Adobe Launch, or Tealium.

• Demonstrated success in CX optimization, funnel performance tracking, and self-service channel performance.

• Familiarity with A/B testing frameworks and experimentation design.

• Experience with visualization and dashboarding tools like Tableau, Sigma, Looker, or Power BI.

• Ability to communicate complex data clearly and drive action across technical and non-technical teams.

• Computer competency and ability to work with a computer.

• Prioritize multiple tasks and projects simultaneously.

• Exceptional written and verbal communication skills.

• Punctuality expected, ready to report to work on a consistent basis.

• Attain and maintain high performance expectations on a monthly basis.

• Work in a fast-paced, high-volume setting.

• Use and navigate multiple computer systems with exceptional multi-tasking skills.

• Remain calm and professional during difficult discussions.

Preferred:

• Experience in financial services or fintech, especially client onboarding or customer support journeys.

• Familiarity with server-side tracking, CDPs (e.g., Segment, mParticle), or customer data governance frameworks.

• Background in digital attribution modeling, journey analytics, and lifecycle measurement.

• Experience with Python, Big Query ML, or Airflow is a plus.

• Strong documentation habits — including tracking specs, SQL templates, and dashboard standards.

Company:

National Debt Relief, a certified Great Place to Work, was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. Founded in…