Senior Data Analyst 100% remote
Role Overview The Senior Data Analyst is responsible for leading value analysis and measurement across Acliviti's CX Strategy engagements, from initial assessment and business case development through implementation and post-go-live performance measurement.
This role translates business objectives and operational data into measurable outcomes: developing ROI models, defining KPIs and demonstrating the business value of CX and AI investments. The role gathers and standardizes performance data across client deployments and platforms, and will help shape the frameworks Acliviti uses to measure deployment performance across platforms, building the benchmarks and value measurement standards that guide client decisions
Key Roles & Accountabilities Value Strategy & ROI Analysis
- Own end-to-end value analysis across client engagements, including baselines, success metrics, ROI models, and value realization plans.
- Develop business cases and ROI models to support CX transformation and technology investment decisions.
- Define KPIs and measurement frameworks to track business outcomes before and after implementation.
- Lead data analysis for client assessments and translate findings into actionable business insights.
Deployment Performance Measurement
- Gather, standardize and maintain performance data across client deployments and platforms, so results can be compared consistently.
- Measure how deployments perform after go-live across technical, operational and customer experience dimensions, and report results to clients and internal teams.
- Monitor performance trends, identify risks early, and give clear insight into what is driving client outcomes.
- Play a key role in designing and building the firm's cross-platform performance measurement approach as it evolves from analysis into a repeatable practice capability.
- Work with Engineering on data connections, integrations and quality checks so performance data is accurate, documented and reliable.
Analytics, Reporting & Benchmarking
- Build and maintain dashboards, analytical models, and reporting frameworks using multiple data sources.
- Maintain industry benchmarks, performance targets, and measurement methodologies.
- Analyze operational and CX performance data to identify opportunities for improvement and value creation.
- Provide benchmark and pricing inputs to support proposals, solution design, and client engagements.
Client Engagement & Value Communication
- Present analytical findings, ROI models, and performance results to client stakeholders.
- Support business UAT by translating business objectives into measurable scenarios and success criteria.
- Deliver 30/60/90-day post-implementation performance readouts.
- Partner cross functionally to ensure value commitments are measurable and tracked.
Practice Development & Knowledge Sharing
- Develop and maintain standardized value models, analytical templates, and benchmark libraries.
- Establish quality standards for analytical deliverables and reporting.
- Mentor and support analysts and CX Consultants in value analysis, measurement, and reporting practices.
- Continuously improve Acliviti's value measurement methodologies and analytical capabilities.
Qualifications & Experience - Experience in business intelligence, data analytics, financial modeling, or value/ROI analysis.
- Demonstrated experience building and managing production dashboards using multiple data sources.
- Experience developing ROI models and business cases to support client investment decisions.
- Strong understanding of contact center, CX, and conversational AI performance metrics.
- Strong analytical, problem-solving, and data interpretation skills.
- Ability to communicate complex analytical findings and business value to executive stakeholders.
- Experience working collaboratively across business, technology, and consulting teams.
Preferred Qualifications
- Experience with statistical analysis, regression modeling, or predictive analytics.
- Experience mentoring or reviewing the work of other analysts.
- Lean Six Sigma Green Belt, CBAP, or CCBA certification.
You will love our culture if you are:
- An ambitious intrapreneur who loves building new things.
- Someone that loves technology, process as well as numbers - and all the space in between - to figure out the right balance of features, functionality, and affordability for each client
- Comfortable communicating through a variety of mediums with many different audiences and objectives
- Great at anticipating and solving problems - individually, internally, and for our clients
- An organized self-starter who is always eager to learn something new
- Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
- A positive force who enjoys working closely with new people and exploring new ideas
- Driven by seeing your work have a direct impact
Acliviti Benefits
- 100% coverage of employee health care, vision, and dental insurance
- HSA & FSA plans available
- Disability & Voluntary Benefits available
- 401(k) plan with a 4% employer match
- Generous variable compensation opportunity
- Work-from-home monthly incentive
- Inclusive remote working environment
