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Customer Experience Operations Analyst

This is a remote role.  
Remote position. Candidates must already live in the United States.
#LI-Remote

Applicants must be a United States Citizen or Green Card holder.
No visa sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa (H1-B, Student visa, or OPT visa) at this time.
 

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.  

  

Working at Lexipol means making a difference – day in and day out. 

The Work 

The Customer Experience (CX) Operations team at Lexipol is dedicated to providing customer-focused insights that inform strategic decision-making, optimize customer engagement, and enhance retention. Our team collaborates with other divisions within the larger CX organization, including Professional Services, Customer Support, and Solutions, while also working closely with partners in Sales and Product. We’re looking for an Operations Analyst to develop data-driven insights and actionable analytics to drive success across the customer journey. 

This is done through working in these areas of focus: 

Data Analysis & Reporting 

  • Build, maintain, and optimize customer experience reports and dashboards using SQL, Power BI, Salesforce, and other analytics tools. 

  • Conduct in-depth analysis of key CX metrics (e.g., Customer Satisfaction, NPS, Customer Effort Score) to inform improvement strategies. 

  • Leverage forecasting and basic predictive modeling using Python to anticipate trends in customer behavior and engagement. 

Customer Insights & Data Storytelling 

  • Analyze diverse data sources, including customer journey data, Voice of the Customer (VOC) feedback, and product usage metrics, to identify pain points and opportunities. 

  • Translate data into clear, compelling insights and visuals that support strategic decisions for the CX team and business stakeholders. 

  • Present findings and recommendations to internal teams in a way that is accessible to both technical and non-technical audiences. 

Cross-Functional Collaboration 

  • Collaborate with CX and cross-functional teams, including Customer Success, Sales, Product, and Marketing, to align data insights with customer journey improvements. 

  • Partner with the Data Services team to manage data pipelines, ensuring data accuracy, accessibility, and alignment with reporting needs. 

Customer Insights and Continuous Improvement 

  • Contribute to developing and refining methodologies for customer health scoring, segmentation, and data visualization to unlock new retention and satisfaction strategies. 

  • Identify opportunities for automating reporting processes to drive efficiency and scalability within CX Operations. 

Requirements:  To be considered for this role, you will have this experience: 

  • 5+ years in data analysis, ideally in customer experience or SaaS environments. 

  • Strong proficiency in ETL workflows, Data transformation and structuring, SQL, Python, Power BI, Excel, Salesforce reporting, with a preference for experience in Agentic AI workflows. 

  • Bachelor's degree in Data Analytics, Business, Statistics, Mathematics, or a related field. 

  • Excellent communication skills, with a demonstrated ability to convey complex data insights to non-technical audiences and stakeholders. 

Employee Value Proposition 

  • Highly influential position in one of the largest teams in the company (CX). 

  • Lots of room to innovate. 

  • Access to and communication with all levels of the organization. 

  • Influence and participate in shaping company strategies. 

  

The Environment 

  • Highly collaborative. 

  • Passion filled culture: We have a passion for optimizing public safety. 

  • Outcome driven. 

  • Join a culture that takes the work seriously, not ourselves. We have a professional sense of humor. 

  • Mission forward company: What we do makes a difference in communities.  

  

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time. 

  

Compensation and Benefits 

Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. 

The base salary compensation range starts at $75,000 plus an annual performance-based bonus. 

About Lexipol 

Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are experts in policy, training, and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com. 

  

Lexipol Is an Equal Opportunity Employer (EOE) 

Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state, and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training. 

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