Remote Customer Journey Analyst

Introduction to the Role

Are you driven by understanding customer behavior, identifying improvement opportunities, and optimizing the end-to-end user experience? Join us as a Remote Customer Journey Analyst and become a key player in shaping how our customers engage with our services. In this fully remote position, you will have the unique opportunity to analyze real-time customer interactions, uncover journey friction points, and provide actionable insights that fuel more intelligent business decisions. If you thrive at the intersection of data interpretation and user empathy, this role offers a powerful platform to grow your career and drive customer-centric innovation.

Key Responsibilities and Impact

As a Customer Journey Analyst, you will be entrusted with responsibilities that directly influence our service design and operational strategies. Your work will ensure our customers enjoy a seamless and rewarding experience across all touchpoints. Here are some of the primary focus areas:

Journey Mapping & Insights Generation

• Evaluate cross-channel behaviors using tools such as customer journey mapping platforms and analytics dashboards.
• Translate behavioral patterns and trends into strategic insights to enhance customer engagement.
• Identify gaps, redundancies, and opportunities in the existing user journey.

Collaboration with Cross-Functional Teams

• Partner closely with product owners, UX designers, and customer success leaders to embed customer insights into initiatives.
• Support marketing, sales, and support teams in creating tailored experiences based on analytical findings.

Metrics Definition & Continuous Monitoring

• Define KPIs for each stage of the journey, including conversion rates, drop-off points, and resolution metrics.
• Establish dashboards that visualize the customer experience lifecycle.
• Regularly present findings in reports and live briefings to influence roadmaps and operational changes.

Advanced Data Analysis

• Apply segmentation, funnel analysis, and cohort tracking to identify shifts in behavior over time.
• Leverage advanced modeling techniques to anticipate customer behavior and offer forward-looking recommendations.

Voice of Customer Integration

• Incorporate sentiment analysis, NPS scores, CSAT trends, and support ticket themes into journey analysis.
• Recommend customer communication improvements based on trends in user feedback.

Work Environment & Culture

Our remote-first environment prioritizes autonomy, flexibility, and continuous learning. As part of a globally distributed team, you’ll enjoy working asynchronously while still being part of a high-touch, collaborative culture. We promote psychological safety, equity, and transparency in our decision-making processes. Expect a workplace where insights are valued, voices are heard, and contributions directly shape user experience strategies.

Tools, Technology & Methodologies

You’ll have access to an advanced stack tailored to CX and behavioral analytics:

• Analytics Platforms: Google Analytics, Mixpanel, Amplitude
• Visualization Tools: Tableau, Looker, Power BI
• Customer Feedback Systems: Qualtrics, Medallia, Typeform
• CRM & CS Tools: Salesforce, HubSpot, Zendesk
• Journey Mapping Software: Smaply, Lucidchart, UXPressia

Your knowledge of techniques like cohort analysis, multivariate testing, and customer lifecycle modeling will give you a competitive edge.

Qualifications and Skills Required

We’re looking for someone with an analytical mindset and a passion for understanding people. To succeed in this role, you should bring:

• 3+ years of experience in customer experience analytics, digital journey optimization, or behavior analysis
• Solid foundation in data storytelling, report writing, and cross-team communication
• Proficiency in SQL, Excel, and at least one data visualization platform
• A customer-first philosophy with experience in CX, UX, or customer support analysis
• Familiarity with remote collaboration tools like Slack, Zoom, Notion, and Asana
• Bachelor's degree in Data Science, Marketing Analytics, Business Intelligence, or a related field

Bonus points if you have certifications in journey mapping or behavioral economics.

Opportunities for Growth and Leadership

This role is designed to evolve. As you gain deeper insights into our customer base and processes, you’ll have the opportunity to:

• Mentor new analysts or junior CX specialists
• Lead journey-based initiatives tied to product or service expansion
• Co-develop experience frameworks with senior leaders
• Influence CX strategies at an organizational level

We actively invest in our employees through leadership bootcamps, analytical upskilling programs, and attendance at global CX events. Your voice will not only be welcomed but expected as we build next-generation experiences.

Why This Role Matters

In today’s rapidly evolving landscape, delivering meaningful customer interactions sets standout brands apart. This role isn’t just about charts and metrics—it’s about understanding human experience and using those insights to make things better. By shaping customer journeys, you shape the emotional landscape of our brand.

As a Remote Customer Journey Analyst, your insights will lead to:

• Faster onboarding processes
• More intuitive product interactions
• Stronger customer loyalty
• Higher lifetime value

Your efforts will play a crucial part in our commitment to creating experiences that genuinely prioritize human connection.

Compensation and Benefits

We offer a comprehensive compensation package that values your skills and commitment:

• Annual Salary: $73,261
• Flexible remote schedule with core collaboration hours
• Professional development stipends
• Paid parental leave and mental wellness days
• Inclusive holiday calendar
• Opportunities for internal mobility and promotion

Our compensation philosophy prioritizes transparency, equity, and a sustainable work-life balance.

Call to Action

If you're passionate about transforming data into meaningful experiences and want to be part of a team where your insights drive impact, we’d love to meet you. Take the next step in your journey and apply today. Your perspective is the missing piece in our evolution of the customer experience. Let’s build better journeys together.