Sr Customer Experience Analyst

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters--and so do you. About the CXI Team The Customer Experience Intelligence team serves as both a growth engine and guardian of the customer base--delivering proactive, data-driven, and emotionally resonant experiences across the entire customer lifecycle. CXI unifies community, lifecycle management, intelligence, and feedback into a centralized framework that drives retention, adoption, and advocacy. Role Overview We are seeking a data-driven Customer Experience Analyst to support the Customer Experience Intelligence team. In this role, you will analyze customer data, feedback, and behavioral signals to identify trends and improvement opportunities across the customer journey. You will partner with cross-functional stakeholders to translate insights into actional recommendations that enhance customer outcomes and operational effectiveness. Key Responsibilities Data Analysis and Insights • Collect, analyze, and interpret customer feedback data from multiple sources • Identify trends and improvement opportunities within assigned domains • Develop clear, actionable insight summaries for stakeholders Insights and Intelligence Delivery • Partner with CX, Product and Operations team to share findings • Support development of insight dashboards and reporting frameworks • Provide data-driven recommendations to support journey improvement initiatives Strategic Communication and Influence • Present findings to cross-functional partners • Contribute to alignment discussions on CX initiatives Leadership and Execution • Demonstrates ownership of assigned analyses and deliverables • Operate effectively in ambiguity with guidance from CXI leadership • Collaborate with peers to support shared initiatives Success Outcomes • Improved AI Performance: Fewer missed answers and knowledge gaps over time, resulting in a more seamless and helpful AI experience for customers. • Customer Impact: Increased customer satisfaction and retention through timely, relevant, and personalized support. • Operational Efficiency: Reduced cost to serve by proactively resolving issues and optimizing AI and concierge interactions. • Insight-Driven Action: Clear tracking of improvements and their rationale, supported by analytics that demonstrate positive impact on outcomes. • Cross-Functional Enablement: Signal insights actively inform playbooks, roadmap priorities, and strategic interventions across Customer Success, Marketing, Product, and Sales. • Personalized Engagement: Tailored support for customer system admins and primary contacts, enabled by the modular signal framework and concierge intelligence. Qualifications • Education & Experience o Bachelor's degree in Business, Data Analytics or a related field. o 5+ years of experience in customer insights, data analytics, or customer experience-related roles. • Skills & Competencies o Strong analytical and problem-solving skills with experience in data visualization tools (e.g., Tableau, Power BI, Looker). o Proficiency in Excel and comfort working with large data sets. o Familiarity with survey platforms (e.g., Qualtrics, Medallia, SurveyMonkey) and VoC programs. o Excellent communication skills--able to translate complex data into simple, actionable recommendations. o Customer-centric mindset with a passion for improving the overall experience. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry -- because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com