CX Operations Analyst | IFS Copperleaf

Company Description

IFS is a billion-dollar revenue company with 7000 employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

IFS Copperleaf’s software helps some of the world’s largest firms make better strategic decisions. We have a track record of delivering award-winning, industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure.

The CX Operations Analyst plays a key role in supporting the Customer Experience (CX) organization through financial tracking, KPI monitoring, and data-driven insights. This is a hands-on, tactical analyst role focused on executing reporting, performance tracking, and data analysis to improve efficiency, profitability, and customer outcomes. The role partners closely with Finance, Delivery, and CX leadership to ensure business decisions are grounded in accurate and actionable data.

KPI Management and Reporting

• Develop, maintain, and improve dashboards to monitor CX KPIs — including customer retention, adoption, satisfaction, and project profitability.
• Consolidate and validate data from multiple systems to ensure accuracy and consistency.
• Prepare recurring performance reports and ad hoc analyses to support management reviews and business decisions.

Data and Process Enablement

• Support process improvements that simplify and standardize CX reporting and analytics.
• Ensure data integrity across financial and operational systems (e.g., IFS Cloud, Salesforce, NetSuite, Power BI).
• Collaborate with IT and operations teams to automate reporting workflows and enhance visibility into customer and project performance.

Cross-Functional Collaboration

• Partner with Customer Success, Delivery, Product, and Finance teams to align operational metrics with business objectives.
• Provide analytical support during CX performance reviews, forecasting cycles, and business planning sessions.
• Contribute to special projects focused on improving customer experience performance and efficiency

Financial and Operational Support

• Partner with the CX Finance Business Partner to support CX financial performance tracking,  including revenue, cost, and margin trends.
• Assist in monthly and quarterly reporting, providing data consolidation and analysis to support budgeting, forecasting, and performance reviews.
• Assist in conducting variance analysis to identify key drivers behind deviations from budget and forecast.
• Prepare data-driven summaries and insights to support profitability and efficiency discussions.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Economics, Data Analytics, or a related field.
• 3–5 years of experience in financial or operational analysis, ideally within software, SaaS, or professional services.
• Strong analytical and problem-solving skills, with proficiency in Excel and Power BI (or similar BI/reporting tools).
• Familiarity with financial systems (e.g., NetSuite) and CRM/project tools (e.g., Salesforce, Mavenlink).
• High attention to detail and data accuracy; ability to manage multiple priorities effectively.
• Excellent communication skills, with the ability to translate complex data into clear insights.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer