Senior Consumer Experience Analyst

Overview

This is a fully remote contract opportunity for a senior-level consumer experience professional supporting a client that focuses on improving customer experiences through innovation, technology, and strong operational execution. The role sits close to launch readiness, service performance, and customer experience improvement, with a strong emphasis on helping major product and experience releases run smoothly for a large user base.

You will work with business, operations, and technology teams to prepare for launches, monitor stability after deployment, resolve issues quickly, and turn customer and operational data into practical improvements.

Key Responsibilities

• Assist with customer and product experience launches from the planning stage through post-launch stabilization.
• Take part in command center and launch-support activities during critical go-live windows.
• Track performance after deployment and help return operations to expected service levels.
• Review operational metrics, customer feedback, survey results, and other data sources to spot trends and improvement areas.
• Carry out root-cause analysis and suggest changes that strengthen the customer experience.
• Use Voice of Customer input, Net Promoter Score data, and call listening findings to identify pain points in the experience.
• Work with cross-functional partners in operations, technology, and business teams to remove blockers and improve processes.
• Prepare clear reports, leadership updates, and performance summaries for executive audiences.
• Run meetings, capture action items, and keep stakeholders accountable for follow-through.
• Maintain operational documents, RAID logs, and launch-related reference materials.
• Support continuous improvement efforts aimed at better service quality and customer satisfaction.

Requirements

• At least 5 years of experience in consumer operations, customer operations, business operations, analytics, or a similar function.
• Background in product launches, operational readiness, command center support, incident handling, or post-launch stabilization.
• Strong analytical and troubleshooting ability, with the capacity to work through multiple data sources and identify useful insights.
• Hands-on experience with RAID logs, operational reporting, and process documentation.
• Advanced skill level in Microsoft Excel, PowerPoint, Word, Teams, and related collaboration tools.
• Excellent communication skills with the ability to explain ideas to both technical and non-technical stakeholders.
• Highly organized, able to manage several priorities in a busy, fast-moving environment.
• Comfortable facilitating meetings, recording decisions, and following up on action items.
• Ability to work with limited supervision and make sound decisions independently.
• Willingness to support occasional evenings or weekends during important launch periods.
• Preferred background includes healthcare, health insurance, or other regulated industries.
• Experience with command center, hypercare, or go-live operations is a plus.
• Prior work converting customer and operational insights into concrete business improvements is preferred.
• Strong stakeholder management and cross-functional collaboration experience is an advantage.
• Experience producing executive-level reports and presentations is preferred.

Additional Information

This position offers strong visibility and the chance to contribute directly to customer experience initiatives at scale. It combines operations, analytics, customer-focused problem solving, and strategic collaboration in an environment centered on innovation, continuous improvement, and operational excellence. The role is fully remote and may require occasional after-hours support during launch activities.

Why This Role May Appeal to You

• 100% remote working arrangement.
• High-visibility responsibilities with direct influence on customer experience outcomes.
• Opportunity to support large-scale product and experience launches.
• Exposure to executive stakeholders and senior cross-functional teams.
• A mix of operations, analytics, service improvement, and strategic problem solving.
• Collaborative culture focused on innovation and continuous improvement.