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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing ROI models, performance measurement methodologies, and analytical frameworks to drive business value in customer experience and AI investments. Proficient in data analytics, dashboard management, and cross-platform performance analysis to support client decision-making and operational improvements.
Highest-signal resume keywords
ROI Model DevelopmentPerformance Measurement MethodologiesData AnalyticsDashboard ManagementCX Performance Metrics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business IntelligenceFinancial ModelingValue AnalysisStatistical AnalysisRegression ModelingPredictive AnalyticsData InterpretationPerformance Data AnalysisAnalytical Template DevelopmentQuality Standards Establishment
Soft Skills
Analytical Problem-SolvingCommunication of Analytical FindingsCollaboration Across TeamsMentoring Analysts
Tools & Technologies
Dashboard ToolsData Integration ToolsAnalytical FrameworksPerformance Measurement Tools
Certifications & Qualifications
Lean Six Sigma Green BeltCBAPCCBA
Industry Keywords
Customer ExperienceConversational AIContact Center MetricsPerformance TrendsBenchmarking
About the role
Key responsibilities & impact- Lead value analysis and measurement across CX Strategy engagements from initial assessment and business case development through implementation and post-go-live performance measurement
- Develop ROI models, define KPIs, and demonstrate the business value of CX and AI investments
- Gather and standardize performance data across client deployments and platforms
- Measure technical, operational, and customer experience performance after go-live and report results to clients and internal teams
- Monitor performance trends, identify risks, and provide insight into drivers of client outcomes
- Design and build the firm’s cross-platform performance measurement approach
- Work with Engineering on data connections, integrations, and quality checks
- Build and maintain dashboards, analytical models, and reporting frameworks using multiple data sources
- Maintain industry benchmarks, performance targets, and measurement methodologies
- Analyze operational and CX performance data to identify improvement and value-creation opportunities
- Provide benchmark and pricing inputs for proposals, solution design, and client engagements
- Present analytical findings, ROI models, and performance results to client stakeholders
- Support business UAT by translating objectives into measurable scenarios and success criteria
- Deliver 30/60/90-day post-implementation performance readouts
- Develop standardized value models, analytical templates, and benchmark libraries
- Establish quality standards for analytical deliverables and reporting
- Mentor and support analysts and CX Consultants
- Continuously improve value measurement methodologies and analytical capabilities
Requirements
What you’ll need- Experience in business intelligence, data analytics, financial modeling, or value/ROI analysis
- Demonstrated experience building and managing production dashboards using multiple data sources
- Experience developing ROI models and business cases to support client investment decisions
- Strong understanding of contact center, CX, and conversational AI performance metrics
- Strong analytical, problem-solving, and data interpretation skills
- Ability to communicate complex analytical findings and business value to executive stakeholders
- Experience working collaboratively across business, technology, and consulting teams
- Preferred: experience with statistical analysis, regression modeling, or predictive analytics
- Preferred: experience mentoring or reviewing the work of other analysts
- Preferred: Lean Six Sigma Green Belt, CBAP, or CCBA certification
- Must be authorized to work in the United States
- Must address potential employment visa sponsorship requirements
Benefits
Comp & perks- 100% coverage of employee health care, vision, and dental insurance
- HSA & FSA plans available
- Disability & Voluntary Benefits available
- 401(k) plan with a 4% employer match
- Generous variable compensation opportunity
- Work-from-home monthly incentive
- Inclusive remote working environment