Description
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.
Frequently asked questions (FAQs)
1. What does a typical day look like for a Remote Customer Journey Analyst?
You might kick off the morning by combing through journey maps and raw analytics, searching for surprises in how customers are moving through your service. Maybe you’ll notice a spot where users get stuck, so you jot it down and share the observation in a chat with the product team. Midday might find you updating a dashboard, sketching out a quick report for leadership, or brainstorming fixes with UX colleagues. The day rarely feels routine—sometimes it’s solo research, sometimes it’s a team sprint to solve a problem, but it’s always about making every step easier for your customers.
2. What’s the most challenging and rewarding part of this job?
It’s tricky to spot the human moments inside all that data—sometimes you have to look past the charts to figure out what a customer is really going through. That means questioning assumptions, chasing odd patterns, and remembering every number represents someone’s real experience. The payoff comes when your hunch helps a team smooth out a pain point, or you hear a customer’s journey just got easier because of something you discovered. Those wins—big or small—make the work meaningful.
3. How does this role shape business strategy?
You’re a connector—tying together numbers and lived experience, then translating both into action. Your work helps leaders focus on what actually matters to customers, not just what looks good on a report. By flagging opportunities and pressure points, you help steer decisions that keep the company moving in a customer-focused direction.
5. What stands out about the remote culture on this team?
You’ll find a team that appreciates original thinking and honest curiosity. You’re trusted to manage your own work, but you’re never on your own—collaboration is just a message away. No matter where you log in from, you’ll be welcomed for your perspective and supported as you help shape a better experience for everyone.