Customer Experience Analyst

Role Overview

Join the Customer Experience Team as a Customer Experience Analyst to improve compliance, quality management, and customer outcomes. The team is responsible for ensuring all Latitude products meet business policies, procedures, and regulatory compliance requirements.

What You Will Do

Conduct customer interaction reviews, actively engage with offshore team leaders, identify opportunities for improvement, and evaluate customer interaction trends to drive metric-based success.

Why It Might Be a Fit

We’re looking for someone with experience working in a fast-paced customer-facing environment, effective coaching skills, and expertise in stakeholder engagement and management.

Requirements

• Previous experience working in a fast-paced customer-facing environment
• Effective coaching skills to help improve individual and team performance
• High level of expertise in stakeholder engagement and management
• Experience using AI tools to support quality management, customer experience analysis, trend identification, and review of both human and agentic AI customer interactions
• Proven ability to gather information and provide feedback effectively to improve performance
• Understanding of how risks relate to business processes and the business ‘risk and control’ environment
• Good teamwork, internal stakeholder management skills, and the ability to work with a variety of people
• Have a strong understanding of internal policies, processes, and guidelines used within the Customer Service Department
• Strong written and verbal communication skills

Benefits

• Flexible working environment
• Great compensation
• Extra week of paid leave each year through our Take 5 initiative
• Hybrid working model
• Sonder, a 24/7 support app for mental and physical wellness
• Discounts on Latitude products and services