Client Experience Analyst

As a Senior Client Experience Analyst, you will be a key member of the Client Experience organization, serving as a strategic partner to Client Experience leadership and supporting the execution of initiatives that drive client satisfaction, retention, adoption, and operational excellence. This role is responsible for transforming data, feedback, and operational insights into actionable recommendations that improve the client journey and strengthen service delivery.

You will partner closely with Client Experience Managers, Service Operations leaders, and cross-functional teams to identify opportunities for improvement, uncover trends, measure program effectiveness, and ensure client-centric decisions are supported by meaningful data and analysis. Acting as the operational and analytical engine of the Client Experience team, you will help establish governance, reporting, best practices, and continuous improvement strategies that enhance the overall client experience.

In addition to supporting client experience initiatives and implementations, you will play an active role in supporting and optimizing existing client relationships. Working closely with service operations teams, you will conduct reviews of current service delivery, client processes, and operational workflows to identify efficiencies, reduce friction points, and maximize the value clients receive from our services. These efforts will result in actionable recommendations and follow-through plans designed to improve engagement, operational effectiveness, and long-term client success.

This role also includes light project management responsibilities, including coordinating activities across multiple stakeholders, tracking project milestones and action items, facilitating meetings, documenting requirements and decisions, and helping ensure deliverables are completed on schedule. Success in this role requires the ability to manage competing priorities while maintaining strong attention to detail and a client-focused mindset.

The ideal candidate possesses strong analytical, communication, presentation, and project management skills, along with a solid understanding of business operations and client service models. The ability to build relationships, influence outcomes for both operational and executive audiences, document findings effectively, and collaborate across teams is essential. Proficiency with Microsoft Office Suite and experience presenting insights, recommendations, and project updates to various audiences are required.

Key Responsibilities

Client Experience Insights & Strategy

• Analyze client health, adoption, retention, satisfaction, and operational performance data to identify trends, emerging risks, and opportunities to improve the client experience.
• Develop and maintain meaningful reporting, dashboards, scorecards, and executive-level metrics that provide visibility into client outcomes and business performance.
• Synthesize client feedback, operational insights, and business data into actionable recommendations that support leadership decision-making.
• Contribute to the development, execution, and continuous enhancement of Client Experience strategies, programs, and initiatives.

Client Optimization & Continuous Improvement

• Participate in comprehensive reviews of client and internal business processes to identify service gaps, operational inefficiencies, and opportunities to enhance effectiveness, light travel required.
• Document process workflows, best practices, lessons learned, and improvement recommendations that support long-term operational excellence.
• Track outcomes, and ensure action plans drive measurable business and client experience results.
• Partner with operational leaders to assess service delivery effectiveness and identify opportunities to optimize the client journey.

Client Partnership & Cross-Functional Collaboration

• Collaborate with Service Operations, Implementation, Product, Sales, and other cross-functional teams to advance client experience priorities and business objectives.
• Facilitate stakeholder discussions, working sessions, process reviews, and solution workshops to drive alignment and outcomes.
• Serve as a voice of the client by advocating for enhancements informed by client feedback, operational insights, and business needs.
• Support change management and transformation initiatives by assessing impacts, measuring effectiveness, and recommending continuous improvements.

Key Focus Areas

• Client experience analysis and continuous improvement
• Existing client relationship support and optimization
• Process assessment and operational efficiency reviews
• Cross-functional collaboration and stakeholder engagement
• Client advocacy and voice-of-customer initiatives
• Metrics, reporting, and trend analysis
• Documentation of best practices and lessons learned
• Meeting facilitation and light project management
• Change management and solution adoption support

Success Measures

Success in this role will be measured by:

• Improvements in client satisfaction, adoption, retention, and overall experience.
• Identification and implementation of process improvements that enhance operational effectiveness.
• Delivery of actionable insights, reporting, and recommendations that support business decisions.
• Successful execution of client experience, optimization, and continuous improvement initiatives.
• Strong collaboration with clients, Client Experience Managers, Service Operations, and cross-functional stakeholders.
• Increased visibility into client health, service performance, and business outcomes through effective reporting and governance.

Positioning Within the Team

The Senior Client Experience Analyst serves as a strategic partner to the Client Experience organization, supporting client optimization, onboarding and transition to service, business insights, process improvement, and program execution. This role transforms client feedback, operational data, and business trends into actionable recommendations that improve client outcomes and operational performance.

While Client Experience Managers focus on relationship strategy and client engagement, the Senior Client Experience Analyst provides the analytics, governance, reporting, and coordination needed to drive measurable results, support client success, and scale the impact of the Client Experience team.