Customer Experience (CX) Data Analyst

Company Description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you! 

Who we are: 

Flywire is a global payments enablement and software company, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world.  And, we’re just getting started!

With over 1,300+ global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity 

We, at Flywire, are seeking a Customer Experience (CX) Data Analyst who will be responsible for extracting, analyzing, and leveraging customer data to optimize experiences and inform strategic decisions. We are looking for someone with a customer-centric mindset and a passion for improving the customer experience! In this role, part of our global Client and Payment Experience team, you will play a pivotal part in advancing our customer-centric initiatives by delivering actionable insights and measuring the effectiveness of CX programs. You'll be the voice of the customer, using data to identify trends, measure the impact of CX initiatives, and recommend strategic optimizations.

1. Data Collection and Analysis:

   • Gather data from customer touchpoints, surveys, CRM systems, and other sources.

   • Ensure data integrity and accuracy by establishing robust data validation and cleansing processes.

   • Evaluate and optimize data sources to enhance data quality and availability.

2. Advanced Data Analysis 

   • Perform statistical analyses to uncover trends and insights with a specific focus on customer retention

3. Data Visualization and Dashboards:

   • Create and maintain dashboards to visualize support & CX metrics.

   • Communicate findings to cross-functional teams and leadership.

   • Present data-driven insights and recommendations to cross-functional teams and leadership, tailoring presentations to different audiences.

   • Support in the creation of executive level summaries of data, and recommended actions.

4. CX Program Optimization:

   • Measure the impact of CX initiatives on business metrics.

   • Identify key drivers of satisfaction and loyalty, building out a Voice of Customer Program.

   • Propose ideas for process optimization and strategic initiatives based on key findings.

5. Cross-Functional Collaboration:

   • Work closely with business and product teams to align insights with the company’s objectives.

   • Collaborate with stakeholders to define key performance indicators (KPIs) and develop reporting frameworks.

   • Act as a subject-matter expert on customer data and insights.

Qualifications

Here’s What We’re Looking For: 

• 3+ years of experience in data analysis  with a focus on Customer Experience (CX) insights.
• Advanced skills in Google Sheets and Excel, including data cleaning, pivot tables and advanced formulas.
• Experience with Data tools such as SQL, Python, or R for data manipulation and analysis.
• Experience with BI tools such as Tableau, Power BI, or Looker.
• Knowledge of CX metrics (NPS, CSAT, CES) and their business implications.
• Excellent communication and storytelling skills to present complex data insights.
• Bachelor’s degree in Data Analytics, Statistics, Business, or a related quantitative field (Master’s preferred).
• Familiarity with CRM systems (e.g., Zendesk) and customer survey platforms (e.g., Qualtrics).
• Familiarity with data governance and data privacy regulations (e.g., GDPR).
• Experience with text analytics and sentiment analysis.
• Strong collaborative skills and ability to work effectively in cross-functional teams across timezones and countries.

Technologies We Use:

•  Zendesk
•  Looker

Additional Information

What We Offer:

• Competitive compensation, including Restricted Stock Units 
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates 
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices diversity, gender equality, and inclusion are at the core of our people agenda. We believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.