Customer Insights Analyst (Contact Center / CX Focus)

Overview

We’re seeking a Customer Insights Analyst to support a fast-paced team focused on improving customer experience within contact center operations. In this role, you’ll analyze customer feedback and operational data to deliver actionable insights that inform business decisions and enhance service experiences.This position is ideal for someone with a background in contact center analytics, business operations, or customer insights who thrives in a high-volume, quick-turn environment.

• Location: Austin, TX 
• Schedule: In-Office T/W/Th; Remote M/F
• Pay Comments:  W2, weekly pay, benefits, 401k w/ match
• Background screening required

What You’ll Do

• Analyze customer experience survey data (quantitative and open-ended feedback from post-interaction surveys)
• Interpret operational and customer data to identify trends across service, sales, and support channels
• Translate data into clear, actionable insights and recommendations
• Support multiple ad hoc analysis requests with fast turnaround times
• Use data to evaluate performance metrics such as SLAs, vendor performance, and customer satisfaction
• Communicate findings through presentations, reports, and stakeholder discussions

What We’re Looking For

• 3–5+ years of experience in data analysis, market research, customer insights, or business operations
• Experience working with customer experience surveys (CSAT, NPS, post-call/post-chat feedback)
• Background in contact center, customer support operations, or service analytics strongly preferred
• Strong ability to interpret data and explain what it means in a business context
• Comfortable working in a fast-paced, high-volume environment with quick turnaround expectations
• Ability to manage multiple priorities and self-prioritize effectively
• Strong communication skills and ability to present insights to stakeholders

Technical Skills

• Working knowledge of SQL (queries, joins, basic data manipulation)
• Strong proficiency in Excel
• Experience with Tableau or similar tools (primarily for analysis, not heavy dashboard delivery)
• Familiarity with Python or R for automation or data processing is a plus
• Exposure to Snowflake or similar data platforms is helpful

Ideal Background

• Experience in contact center or customer support environments
• Familiarity with SLAs, vendor operations, and support performance metrics
• Background in business operations (BizOps), customer experience (CX), or market research
• Experience analyzing customer interaction data across service channels (voice, chat, etc.)
• Experience working in fast-paced or high-growth environments

Work Environment

• Hybrid role based in Austin, TX 
• Occasional schedule flexibility may be required to support global teams
• High-visibility role with exposure to operational and customer experience leadership

What Sets This Role Apart

• Direct impact on improving customer support experiences at scale
• Fast-paced environment with high visibility and continuous learning
• Opportunity to work with large-scale customer and operational datasets

Important Notes

• This role requires speed, accuracy, and strong business judgment
• Success depends on the ability to balance multiple requests and deliver high-quality insights quickly
• Candidates should be comfortable working with operational data, not just research datasets

About Aquent Talent: Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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