Reporting to the Team Lead, CX Development, as the Sr CX Performance Analytics Specialist your role is integral to maintaining a culture of data-driven decision making, continuous learning, and high performance within our organization. In the role, you'll help us: Gather and analyze employee performance data and use data analysis to determine root causes of performance strengths and opportunities. 

As a vital member for the Customer Experience Learning and Development team, your role will be instrumental in recognizing opportunities for improvement in our training and curriculum. You will use employee performance metrics to provide actionable feedback to shape CX L&D initiatives and help drive focus and outcomes.

What we're looking for:

• 5+ years in a data analytics or related role. Preferred: Certification in Analytics, Data Science, Customer Experience, or Learning and Development.
• Demonstrated ability in data interpretation and trend forecasting, with knowledge in performance metrics preferred.
• Strong data visualization and reporting skills, transforming complex datasets into insightful, easy-to-understand visual presentations.
• Strong problem-solving skills, with the ability to identify patterns, draw conclusions, and make strategic recommendations based on data.
• Strong communication skills, with the ability to present and explain complex data insights to non-technical team members and stakeholders.
• Foundational understanding of customer experience operations and the role of learning & development in improving performance.

What you can expect:

• Gather and analyze employee performance data (e.g customer interactions, training data, etc.) for trends and patterns with attention to performance strengths and opportunities.
• Use data analysis to determine the root cause for performance strengths and opportunities. Provide actionable feedback to stakeholders (e.g. learning team, managers, etc.) in order to shape future training program design, development, and delivery.
• Regularly monitor, report, and present on employee performance metrics. Provide actionable insights to stakeholders to help drive focus and outcomes.
• Collaborate closely with Managers and HRBPs to provide data driven insights to aid in performance management and CX performance related policies.
• Partner with stakeholders to understand evolving reporting needs and ensure that performance analytics processes and tools are kept up to date.

United States-based roles only: The Annual salary for this role is between $88,000USD and $118,000USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off and, where applicable, participation in our incentive programs. All employees are owners of 1Password and receive an equity grant as part of their total package. At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

> 👶 Maternity and parental leave top up programs

> 👟 Wellness spending account

> 🏝 Generous PTO policy 

> 🧠 Complimentary Headspace membership

> 🩺 Comprehensive health coverage

> 📈 Employee stock option program for all full time employees 

> 💸 Retirement matching program

> 💡 Training budget, 1Password University access, and learning sessions 

> 🤝 Paid volunteer days 

> 🌎 Employee-led DEI&B programs and ERGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [dpo@1password.com].