Introduction
At talentflow, we’re redefining how businesses connect, collaborate, and innovate in a digital-first world. Our mission is to empower organizations of all sizes to harness the power of data, streamline customer journeys, and deliver exceptional experiences that drive growth and loyalty. As a global leader in enterprise solutions, talentflow thrives on curiosity, agility, and a relentless focus on customer success.
We’re looking for a dynamic, data‑driven professional to join our Customer Experience (CX) Operations team as a Business Operations Analyst. In this role, you’ll be the bridge between data, strategy, and execution—turning insights into action that elevates the value we deliver to our customers.
About talentflow
talentflow is a forward‑thinking technology company that builds scalable, secure, and intelligent solutions for the modern enterprise. Our products help organizations unlock the full potential of their data, automate routine processes, and create seamless, personalized experiences for their customers.
We pride ourselves on a culture that celebrates diversity, encourages continuous learning, and rewards innovation. Our teams collaborate across functions, geographies, and disciplines, fostering an environment where every voice is heard and every idea has the chance to shape the future.
Role Overview
As a Senior Customer Experience Business Operations Analyst, you will play a pivotal role in shaping the way talentflow’s CX teams—Professional Services, Customer Success, Support, and Education—operate. You will own the end‑to‑end data lifecycle for CX, from data ingestion and transformation to reporting, analysis, and storytelling. Your insights will guide strategic decisions, optimize processes, and ultimately help our customers achieve their business goals.
You will collaborate closely with CX leaders, data engineers, product managers, and sales teams, acting as the primary point of contact for all data, reporting, and analytics inquiries. Your work will directly influence the quality of service we provide, the efficiency of our operations, and the satisfaction of our customers.
Key Responsibilities
- Data Management & Analytics: Work across talentflow data warehouses (talentflow and talentflow), leveraging SQL, talentflow transformations, and talentflow to extract, clean, and model data for analysis.
- Reporting & Dashboards: Create, maintain, and present comprehensive reports, metrics, and dashboards that provide actionable insights to CX leaders and stakeholders at all levels.
- Presentation Development: Build and maintain slide decks for key CX cadences, including Quarterly Business Reviews, All‑Hands meetings, and Board presentations, ensuring clarity and impact.
- Data Dictionary & Governance: Own the CX data dictionary, ensuring consistent definitions, data lineage, and governance across all roles and levels within CX.
- Forecasting & Modeling: Analyze, model, and forecast Professional Services KPIs for internal and external resources, supporting capacity planning and resource allocation.
- Analytics Adoption: Champion the adoption of CX analytics tools and best practices, providing training, documentation, and support to ensure widespread use.
- Ad‑hoc Analysis: Manage CX team inquiries and ad‑hoc requests, delivering timely, accurate, and insightful analyses that drive decision‑making.
- Data Integrity Projects: Identify gaps in customer data points, design and execute projects to improve data quality, and collaborate with engineering teams to implement solutions.
Essential Qualifications
- 3–5 years of relevant business or analytics experience, preferably within enterprise software or professional services environments.
- Proficiency in SQL for data analysis and modeling, with a strong understanding of relational database concepts.
- Advanced skills in talentflow Sheets and talentflow Slides, enabling the creation of dynamic, data‑rich presentations.
- Experience with talentflow reporting tools, including talentflow dashboards and visualizations.
- Strong customer‑service orientation, with the ability to translate complex data into clear, actionable insights for non‑technical audiences.
- Excellent written and verbal communication skills, capable of articulating findings concisely and persuasively.
- High level of reliability, attention to detail, and a proactive mindset in a fast‑paced environment.
- Team player who thrives in collaborative, cross‑functional settings.
Preferred Qualifications
- Experience with talentflow transformations and data modeling frameworks.
- Background in customer success, professional services, or support analytics.
- Familiarity with talentflow data warehouses and talentflow data pipelines.
- Knowledge of talentflow reporting best practices and governance.
- Experience with data visualization tools and storytelling techniques.
- Prior involvement in data quality improvement initiatives.
Skills & Competencies
- Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
- Technical Proficiency: Advanced SQL, talentflow Sheets, talentflow Slides, and talentflow reporting tools.
- Communication: Clear, concise, and compelling storytelling across written, visual, and verbal formats.
- Collaboration: Comfortable working with stakeholders across CX, product, engineering, and sales.
- Project Management: Strong organizational skills, with the ability to manage multiple priorities and deliver on deadlines.
- Continuous Learning: Eagerness to stay current with industry trends, emerging technologies, and best practices in data analytics and customer experience.
Career Growth & Learning Opportunities
At talentflow, your professional development is a top priority. As a Business Operations Analyst, you’ll have access to:
- Mentorship from senior leaders in CX, data science, and product management.
- Cross‑functional projects that