What are the responsibilities and job description for the Senior Business Analyst position at Aston Carter?
Job Title: Senior Business Analyst – CX Strategy & Insights
Job Description
The Senior Analyst, CX Strategy & Insights plays a critical role in capturing, connecting, and translating customer experience signals into measurable business outcomes across priority customer journeys. This position focuses on building and optimizing customer listening systems, generating actionable insights from customer and operational data, and driving tangible improvements in customer journeys and operational performance. The role emphasizes execution and measurable impact, ensuring that insights lead to improved customer experience, reduced repeat contact, and lower cost-to-serve rather than reporting output alone.
Responsibilities
The role operates in a fully remote work environment, providing flexibility in location while requiring strong self-management and communication skills. Work is highly collaborative, involving close partnership with Product, Operations, Technology, and CX teams across digital and operational channels. The position relies heavily on modern analytics and CX technologies, including platforms such as Qualtrics, SQL-based data environments, digital analytics tools, and session replay solutions. The environment emphasizes measurable impact, structured tracking of initiatives, and regular reporting cycles, including weekly CX reporting. The culture values data-driven decision-making, clear communication, and accountability for execution, with opportunities for contract extension or conversion based on business needs and performance.
Job Type & Location
This is a Contract position based out of Draper, UT.
Pay And Benefits
The pay range for this position is $80.00 - $125.00/hr.
Requirements
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
This is a fully remote position.
Application Deadline
This position is anticipated to close on May 28, 2026.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
Job Description
The Senior Analyst, CX Strategy & Insights plays a critical role in capturing, connecting, and translating customer experience signals into measurable business outcomes across priority customer journeys. This position focuses on building and optimizing customer listening systems, generating actionable insights from customer and operational data, and driving tangible improvements in customer journeys and operational performance. The role emphasizes execution and measurable impact, ensuring that insights lead to improved customer experience, reduced repeat contact, and lower cost-to-serve rather than reporting output alone.
Responsibilities
- Own end-to-end journey analytics and customer experience measurement across priority member and client journeys, such as Account Access, Claims, Client, and Card journeys.
- Integrate digital behavior data, contact drivers, and experience metrics to provide a comprehensive, unified view of the customer journey.
- Design, implement, and scale transactional listening systems using Qualtrics or similar platforms to capture customer feedback at key journey steps.
- Develop and deploy transactional surveys aligned to critical journey steps to capture real-time customer sentiment and experience.
- Implement digital intercepts across critical customer touchpoints to gather in-context feedback and behavioral signals.
- Instrument and manage session replay tagging to capture detailed behavioral data and identify friction points within digital experiences.
- Maintain complete listening coverage across customer journeys, ensuring visibility into instrumentation and proactively identifying and addressing gaps.
- Analyze Voice of Customer (VoC), digital, and operational data to identify root causes of customer friction, repeat contact, and suboptimal experiences.
- Translate complex analytical findings into clear, actionable recommendations tied to measurable business impact and defined outcomes.
- Convert customer insights into structured action plans, assign ownership, and establish measurable success metrics for each initiative.
- Maintain structured work tracking for all initiatives, documenting priorities, milestones, progress updates, and results to ensure transparency and accountability.
- Drive accountability and execution discipline across initiatives by monitoring progress, escalating barriers, and reinforcing commitments to action.
- Deliver weekly CX reporting, including performance trends, variance analysis, root cause insights, and status updates on actions in progress and their expected impact.
- Produce CX insight deliverables such as newsletters, deep-dive analyses, and presentations that clearly communicate performance, pain points, root causes, and recommended actions.
- Partner closely with Product, Operations, Technology, and CX teams to validate insights, remove execution barriers, and ensure timely implementation of identified actions.
- Operate independently to structure ambiguous problems, define analytical approaches, and drive execution without requiring ongoing direction.
- Leverage CX analytics, journey analytics, product analytics, and financial analysis to support decision-making and quantify the value of CX initiatives.
- Use SQL and other data query tools to extract, transform, and analyze data from multiple sources to support CX insights and reporting.
- Prepare and deliver stakeholder communications and executive reporting that present insights, recommendations, and outcomes in a clear and compelling manner.
- Utilize data visualization tools and techniques to present complex data and insights in an intuitive and actionable format.
- Explore and apply AI automation opportunities where appropriate to enhance efficiency in data analysis, reporting, or CX operations.
- Bachelor’s degree required, with a preference for analytics, data, or technical disciplines.
- 4–7 years of experience in customer experience (CX) analytics, product analytics, or journey analytics.
- Hands-on experience with Qualtrics or similar customer experience platforms, including designing and deploying transactional surveys.
- Proven experience implementing digital intercepts across customer journeys to capture real-time feedback.
- Experience instrumenting and utilizing session replay and behavioral tracking tools to understand digital customer behavior.
- Demonstrated experience working with Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Voice of Customer (VoC) data.
- Experience analyzing contact center data, including call drivers, repeat contact, and Average Handle Time (AHT).
- Experience with digital funnel and journey analytics, including identifying drop-off points and optimization opportunities.
- Strong proficiency in SQL and data querying for extracting and manipulating data from multiple sources.
- Experience in CX analytics, journey analytics, and product analytics, with the ability to connect insights to business outcomes.
- Ability to perform data analysis, reporting, and financial analysis to quantify impact and support business cases.
- Strong stakeholder communication skills, with experience presenting insights and recommendations to Senior or executive audiences.
- Experience creating executive reporting and data visualizations that clearly convey trends, root causes, and recommended actions.
- Ability to operate independently, structure ambiguous problems, and drive initiatives from insight through execution.
- At least 4 years of analysis experience in relevant domains.
- 7 years of experience in CX analytics, product analytics, or journey analytics is highly desirable.
- Experience in the financial technology (FinTech) industry or with customer survey programs is a strong advantage.
- Extensive hands-on experience with NPS, CSAT, and Voice of Customer (VoC) data in complex customer environments.
- Advanced proficiency with Qualtrics, including complex survey design, logic, and integration with digital channels.
- Strong SQL skills and experience working with large datasets and complex data environments.
- Experience with AI automation to enhance data analysis, reporting, or customer experience processes.
- Experience with data visualization tools and techniques to create intuitive dashboards and reports.
- Background in financial analysis to quantify the value of CX improvements and support investment decisions.
- Proven ability to manage multiple initiatives simultaneously while maintaining structured tracking and prioritization.
- Experience producing CX insight outputs such as newsletters, deep dives, and storytelling presentations for diverse audiences.
The role operates in a fully remote work environment, providing flexibility in location while requiring strong self-management and communication skills. Work is highly collaborative, involving close partnership with Product, Operations, Technology, and CX teams across digital and operational channels. The position relies heavily on modern analytics and CX technologies, including platforms such as Qualtrics, SQL-based data environments, digital analytics tools, and session replay solutions. The environment emphasizes measurable impact, structured tracking of initiatives, and regular reporting cycles, including weekly CX reporting. The culture values data-driven decision-making, clear communication, and accountability for execution, with opportunities for contract extension or conversion based on business needs and performance.
Job Type & Location
This is a Contract position based out of Draper, UT.
Pay And Benefits
The pay range for this position is $80.00 - $125.00/hr.
Requirements
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
This is a fully remote position.
Application Deadline
This position is anticipated to close on May 28, 2026.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
Salary : $80 - $125