Customer Engagement Analyst (100% Remote)

Position Summary: The Customer Engagement Analyst is responsible for designing, launching, and optimizing proactive customer engagement initiatives across the customer lifecycle. This role focuses on improving customer adoption, increasing utilization, removing barriers to engagement, and reducing churn risk through structured outbound campaigns and data-driven insights. By identifying customers exhibiting early indicators of disengagement or underutilization, the Customer Engagement Analyst partners cross-functionally to develop targeted outreach strategies that strengthen customer value realization and long-term retention. e role will lead initiatives through influence, partnering with BI and other key sources of insights to identify opportunities and guiding Tier 1 and Tier 2 support teams in campaign execution while continuously analyzing and refining performance to drive measurable business impact.   This is a Remote/Work from Home position reporting to the Director of Customer Service    What you will do:   Analyze customer lifecycle data, utilization patterns, and behavioral trends to identify engagement gaps and churn risk indicators.  Proactively define customer segments requiring intervention to improve adoption, engagement, or sustained utilization.  Partner with BI, Business Operations, Product Management, Marketing, and CEX leadership to prioritize lifecycle engagement opportunities.  Establish clear campaign objectives, success metrics, and measurable business outcomes tied to utilization lift and retention improvement.  Design structured engagement campaigns leveraging Tier 1 and Tier 2 support teams, including:  Customer targeting logic, outreach workflows, messaging frameworks and talking points  Data capture and feedback requirements and defined KPIs and reporting structure  Identify required skillsets and training needs in partnership with frontline leadership.  Develop A/B testing strategies to optimize messaging, outreach cadence, and intervention effectiveness.  Ensure reporting dashboards and tracking mechanisms are in place prior to campaign launch as well as conduct post-campaign analysis to measure ROI and overall lifecycle impact.  Monitor campaign performance in real time, analyzing engagement rates, utilization improvements, churn risk reduction, and customer feedback.  Identify trends and insights during campaign execution and recommend and implement adjustments to refine targeting, messaging, and workflow effectiveness.  Surface systemic insights uncovered during outreach (product friction, process gaps, training needs) to appropriate cross-functional partners.  Develop executive-ready reporting summarizing outcomes, insights, and strategic recommendations.  Translate data findings into actionable guidance for CEX leadership and cross-functional stakeholders.  Establish repeatable reporting frameworks to scale engagement initiatives over time.  Serve as a liaison between CEX, BI, Business Operations, Marketing, Product, and other stakeholders.  Lead initiatives through influence in a matrixed environment.  Ensure insights gained from customer engagement campaigns inform broader strategic and operational improvements.  Support the development of a scalable, repeatable customer engagement framework within CEX.  Additional duties as assigned     Qualifications:   Bachelors degree in business, statistics, data science, marketing or related fields. Equivalent combinations of education and relevant experience will be considered.  Minimum 3+ years of experience in contact center operations, customer experience, retention, or related environments.  3+ years of experience in business analysis, business intelligence, data analytics, or operational analysis.  Demonstrated experience designing and leading customer engagement, retention, or outreach campaigns.  Strong analytical capabilities with experience interpreting large datasets and identifying actionable insights.  Experience conducting A/B testing and performance optimization initiatives.  Proven ability to lead cross-functional initiatives without direct authority.  Experience developing executive-level reporting and presentations.  Experience in subscription-based, service-based, and utilization-driven business models preferred  Experience working with BI tools (SQL, Tableau, Power BI, or similar) preferred  Familiarity with customer lifecycle management, churn modeling, or predictive analytics preferred  Exposure to Lean Six Sigma or structured continuous improvement methodologies preferred  Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.  Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.  Strong analytical, planning and budgeting skills.  Ability to influence others.  Excellent verbal and written communication skills, presentation, and problem-solving skills.  Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.  Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.   Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.  Willingness and ability to work flexible hours as needed.   Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams and Slack)    Physical Demands:   Employees may experience the following physical demands for extended periods of time:    Sitting, standing and walking (95-100%)     Keyboarding (70-90%)     Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)     Work Environment:  100% Remote: Work environment is at home.