Data Analyst - REMOTE USA

Acliviti is hiring a Senior Data Analyst to lead value analysis and measurement across customer experience strategy engagements, from initial assessment and business case development through implementation and post-go-live measurement. The role develops ROI models, defines KPIs, analyzes deployment performance, and communicates the business value of CX and AI investments.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• 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
• 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