Prin Customer Experience Analyst

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you. About the CXI Team The Customer Experience Intelligence team serves as both a growth engine and guardian of the customer base-delivering proactive, data-driven, and emotionally resonant experiences across the entire customer lifecycle. CXI unifies community, lifecycle management, intelligence, and feedback into a centralized framework that drives retention, adoption, and advocacy. Role Overview We are seeking a data-driven, customer-obsessed Principal Customer Experience (CX) Analyst to join our newly formed Customer Experience Intelligence team. In this role, you will leverage customer data, feedback, and behavioral insights to identify opportunities that improve the end-to-end customer journey. You'll collaborate with cross-functional partners to bring the customer's voice into every decision and help drive meaningful business outcomes. Key Responsibilities Data Analysis & Insights Collect, analyze, and interpret customer feedback data from multiple channels (e.g., surveys, NPS, CSAT, support tickets, call logs, digital behavior). Identify trends, pain points, and improvement opportunities across the customer journey. Translate data into clear, actionable insights for leadership and business partners. Journey Mapping & CX Research Support customer journey mapping workshops and document end-to-end experiences. Conduct root cause analyses of friction points and recommend process, product, or service improvements. Collaboration & Stakeholder Engagement Partner with product, operations, marketing, and support teams to share insights and co-develop solutions. Present findings and recommendations in a clear, compelling way to both technical and non-technical audiences. Insights & Intelligence Delivery Provide actionable feedback to CX, ESE and Product teams to drive continuous improvement across AI and knowledge systems. Translate signal findings into clear, data-backed insights for Customer Success, Marketing, Product, and Sales teams. Inform playbooks, roadmap priorities, and strategic interventions with intelligence derived from customer interactions and system signals. Ensure insights are timely, relevant, and tailored to the needs of each team-supporting both tactical execution and strategic planning. Analytical & Technical Expertise Advanced proficiency with analytics platforms (e.g., Tableau, Power BI, Looker) and conversational data analysis Demonstrated ability to apply frameworks (e.g., modular signal models, journey mapping) to personalize and scale engagement Experience designing and interpreting performance metrics to evaluate AI and concierge effectiveness Comfortable working with structured and unstructured data to uncover trends, gaps, and opportunities Strategic Communication & Influence Exceptional written and verbal communication skills for translating complex findings into clear, actionable insights Ability to influence cross-functional stakeholders and drive alignment on roadmap priorities and strategic interventions Skilled in presenting data-backed recommendations to senior leaders and cross-functional teams Leadership & Execution Self-directed and proactive, with a strong sense of ownership and accountability Comfortable operating in ambiguity and fast-paced environments with evolving priorities Experience mentoring or guiding junior analysts or collaborators Demonstrated ability to manage multiple initiatives simultaneously and deliver high-quality outcomes Success Outcomes Improved AI Performance: Fewer missed answers and knowledge gaps over time, resulting in a more seamless and helpful AI experience for customers. Customer Impact: Increased customer satisfaction and retention through timely, relevant, and personalized support. Operational Efficiency: Reduced cost to serve by proactively resolving issues and optimizing AI and concierge interactions. Insight-Driven Action: Clear tracking of improvements and their rationale, supported by analytics that demonstrate positive impact on outcomes. Cross-Functional Enablement: Signal insights actively inform playbooks, roadmap priorities, and strategic interventions across Customer Success, Marketing, Product, and Sales. Personalized Engagement: Tailored support for customer system admins and primary contacts, enabled by the modular signal framework and concierge intelligence. Basic Qualifications Education & Foundational Knowledge + Bachelor's degree in Business Administration, Marketing, Data Analytics, or a related field; Master's or MBA preferred for candidates with strategic or leadership experience. + Minimum 3-5 years applying customer experience (CX) frameworks, customer journey mapping, or service design methodologies in a professional context. + Demonstrated familiarity with business process improvement and change management methodologies (e.g., Lean, Six Sigma) with evidence of implementing or supporting process optimization initiatives. Technical & Analytical Skills + 3+ years of hands-on experience with CX analytics or Voice of Customer (VoC) platforms such as Medallia, Qualtrics, or Salesforce Experience Cloud. + Advanced proficiency in data visualization tools (e.g., Tableau, Power BI, or Google Data Studio), with a portfolio or examples of published dashboards or insights reports. + Proven ability to analyze and interpret large, multi-source datasets-including survey, behavioral, and sentiment data-to generate actionable insights. + Practical experience using SQL, R, or Python for data analysis or predictive modeling to inform CX strategy or business recommendations. Professional Experience + 7-10 years of progressive experience in CX analytics, customer insights, or related business intelligence roles within SaaS, enterprise, or consulting environments. + Track record of leading customer experience or insights initiatives that produced measurable improvements in customer satisfaction (CSAT/NPS), retention, or revenue growth. + Demonstrated ability to collaborate across Product, Operations, and Customer Success teams to align insights with business objectives and execution. + Experience operating in enterprise-scale or matrixed organizations, influencing CX strategy through data-driven storytelling and cross-functional partnership. Preferred Qualification: Leadership & Strategic Thinking + Ability to influence senior stakeholders and advocate for customer-centric decisions. + Skilled in storytelling with data to drive executive-level engagement. + Experience mentoring analysts or leading small teams. + Capable of defining CX KPIs and frameworks to measure long-term impact. Soft Skills & Behavioral Competencies + Strong communication and presentation skills-comfortable with executive audiences. + Highly curious, data-driven, and empathetic toward customer needs. + Demonstrates strategic agility: balancing high-level vision with hands-on analytical execution. + Adept at navigating ambiguity and prioritizing initiatives with measurable business outcomes. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com. Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster ( UKG participates in E-Verify. View the E-Verify posters here ( . 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. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected] . The pay range for this position is $115,100.00 to $165,450.00, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.