Trident
via Workable
Customer Experience (CX) Analyst
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 152d ago
The date the source published, not the day we noticed it (2026-04-16). Last seen at its source 1h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Philippines
The description agrees: it names Philippines.
What the ad says
…Legally authorized to work in the Philippines Available to work aligned to US Central Time (CT) business hours Reliable high-speed internet, headset suitable for remote calls, and a quiet workspace for remote…
Pay not stated
Similar roles pay $1,200–1,400/mo
Middle 50% of 9 listings that do state pay — Customer · all levels · Philippines · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 5d ago · last seen 1h ago
The listing
Trident is a leading provider of virtual assistant services, empowering busy professionals to streamline their administrative and operational workloads. As we scale toward our ambitious goal of 25,000 net members by the end of 2026, we are seeking a Customer Experience (CX) Analyst to join our remote team in the Philippines. This role is pivotal in shaping member journeys, optimizing retention, and driving growth through actionable analytics. You will report directly to the Experience Champion & OKR Program Owner and serve as the voice of the member, translating complex data into strategic recommendations for leadership.
Key responsibilities include:
- Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints.
- Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns.
- Build and maintain an early-warning retention model to identify and reduce preventable cancellations.
- Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments.
- Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members.
- Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines.
- Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates.
- Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.
Requirements
Required Qualifications:
- Bachelor’s degree
- 3+ years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps)
- Hands-on proficiency with SQL, Excel or Google Sheets, and Python or R
- Experience with CRM analytics tools (such as ActiveCampaign), call center analytics tools (such as Vonage), and data visualization tools (such as Tableau or Power BI)
- Experience building retention or churn models, including early-warning retention modeling
- Experience designing or managing an NPS measurement and analytics framework
- Experience presenting analytics insights and recommendations to executive leadership
- English proficiency
- Legally authorized to work in the Philippines
- Available to work aligned to US Central Time (CT) business hours
- Reliable high-speed internet, headset suitable for remote calls, and a quiet workspace for remote work
Preferred Qualifications:
- Bachelor’s degree in Marketing or Analytics
- Experience in SaaS, Insurance, or Fintech industries
- Experience working with OKRs (setting, tracking, or reporting)
Benefits
- Work from home - complete all tasks remotely, no commuting required.
- Great company culture - collaborate with a supportive remote team.