Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Process Improvement Analyst is responsible for transforming operational, product, and customer data into actionable insights that drive measurable improvements in customer experience, operational efficiency, and product performance.
This role goes beyond reporting; it focuses on identifying trends, uncovering root causes, and driving continuous improvement initiatives across multiple teams (Operations, QA, Training, and Client).
As a Process Improvement Analyst, You Will…
• Analyze data from multiple platforms (Salesforce, Dialpad, LivePerson, internal tools) to identify: Trends, Behavioral patterns, Performance gaps, Product or CX issues.
• Proactively generate insights and translate them into clear business recommendations.
• Detect anomalies, risks, and opportunities early (before they impact KPIs).
• Build and maintain dashboards and reports (daily, weekly, monthly).
• Present insights in a storytelling format for stakeholders (QBRs, MBRs, specific process improvement meetings, etc).
• Move from “what happened” → “why it happened” → “what we should do”.
• Identify the root causes behind:
◦ CSAT drops
◦ SL/AHT deviations
◦ Volume spikes
◦ Process inefficiencies
• Propose and track improvement initiatives across:
◦ Operations
◦ Product
◦ Customer journey
• Work closely with: Operations leaders, QA, Training, and Client.
• Lead focus groups with frontline teams to gather qualitative insights (monthly cadence)
• Translate frontline feedback into actionable improvements
• Develop deep knowledge of:
◦ Client products (Dealer tools, dashboards, listings, etc.)
◦ Customer journeys (Consumer & Dealer)
◦ Identify friction points and recommend enhancements
• Leverage AI insights systems to:
◦ Identify behavior trends
◦ Improve agent performance
◦ Optimize customer interactions
As a Process Improvement Analyst, You Need…
• 3–5+ years in:
◦ Business Analytics, Operations Analytics, or Process Improvement
◦ BPO, CX, or Customer Operations environments
◦ Working with KPIs like CSAT, SL, AHT, Volumes, and QA
• Experience with AI tools/analytics.
• Experience with LivePerson, Dialpad, and Confluence.
• Experience in continuous improvement roles.
• Advanced knowledge in Excel or Google Sheets (pivots, formulas, data modeling).
• Strong data analysis and interpretation skills.
• Experience with CRM tools (Salesforce preferred).
• Experience with reporting tools/dashboards (Looker, Power BI – nice to have).
• Ability to work with multi-source data environments.
• Strong pattern recognition.
• Critical thinking & structured problem solving.
• Ability to connect data → business impact.
• Close attention to detail.
• Ability to translate complex data into simple insights.
• Strong storytelling skills.
• Confidence in presenting to senior stakeholders.
• Ability to challenge ideas constructively.
• Proactive (doesn’t wait for requests).
• Curious mindset (asks “why” constantly).
• Ownership mentality.
• Comfortable collaborating across teams.
• Highly organized.
