One platform for intelligent integration &amp; workflow automation across your organization.

Workato

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Workato seeks a solution-oriented and technically-savvy Customer Experience Analyst to enhance customer journeys through insights, process optimization, and automation. This role involves analyzing customer feedback, product usage, and service interactions to identify actionable insights and improve the overall customer experience. Responsibilities include building reports and dashboards to track customer satisfaction metrics, coordinating CX-related projects, designing and implementing automated workflows using Workato, and resolving issues in automation processes. The analyst will also partner with internal teams to support system integrations, maintain Voice of the Customer programs, and drive adoption of CX initiatives, aiming to reduce friction, increase loyalty, and improve customer satisfaction. Availability for collaboration during standard US hours is required.

Solutions Consultant

<div><h1>About Workato</h1> Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility. Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at <a class="c-link c-link--underline" href="http://workato.com/" target="_blank" data-stringify-link="http://workato.com" data-sk="tooltip_parent">workato.com</a>. <h1>Why join us?</h1> Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.&nbsp; But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment <a href="http://www.workato.com/careers">along with a multitude of benefits</a> they can enjoy inside and outside of their work lives.&nbsp; If this sounds right up your alley, please submit an application. We look forward to getting to know you! Also, feel free to check out why: <ul> <li style="font-weight: 400;"> <a href="https://www.businessinsider.com/47-enterprise-startups-to-bet-your-career-on-in-2020-2019-12">Business Insider</a> named us an “enterprise startup to bet your career on” </li> <li style="font-weight: 400;"> <a href="https://www.forbes.com/cloud100/#a57477b5f941">Forbes’ Cloud 100</a> recognized us as one of the top 100 private cloud companies in the world </li> <li style="font-weight: 400;"> <a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html">Deloitte Tech Fast 500</a> ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America </li> <li> <a href="https://qz.com/work/2053446/the-best-companies-for-working-from-home/">Quartz</a> ranked us the #1 best company for remote workers </li> </ul></div><div><h1>Responsibilities</h1> We are looking for a solution-oriented and technically-savvy Customer Experience Analyst to help us elevate the customer journeys through insights, process optimization, and automation. In this role, you'll combine analytical thinking with light project management and technical skills to turn customer data into action and drive cross-functional improvements.&nbsp;You’ll collaborate closely with Product, Partner, Support, Operations, and GTM teams—owning the design of reporting, coordinating initiatives, and helping to build smarter systems and integrations that enhance our customers’ experiences. &nbsp;You will also be responsible to: <ul> <li> Analyze customer feedback, product usage, and service interactions to uncover actionable insights and improve the end-to-end experience. </li> <li> Build dashboards, reports, and presentations to track customer satisfaction (e.g., NPS, CSAT), sentiment, and key journey metrics. </li> <li> Coordinate and execute CX-related projects from discovery to implementation, ensuring clear timelines, stakeholder communication, and delivery. </li> <li> Design and implement basic automated workflows using Workato to support listening posts at key points in the customer journey. </li> <li> Identify and resolve issues in automation and integration processes. Monitor workflows for performance and optimize for efficiency and scalability. </li> <li> Partner with internal teams to scope and support system integrations that improve customer data visibility across tools (e.g., CRM, survey platforms, support tools) </li> <li> Maintain and optimize Voice of the Customer (VoC) programs </li> <li> Collaborate cross-functionally to drive adoption of CX initiatives and close the loop on customer feedback </li> <li> Identify opportunities to reduce friction, increase loyalty, and improve overall customer satisfaction </li> <li> Available for collaboration during standard US hours of operation. </li> </ul> <h1>Requirements</h1> <h3>Qualifications / Experience / Technical Skills</h3> <ul> <li> Bachelor’s degree in Business, Analytics, Information Systems, or a related field </li> <li> 2+ years of experience in customer experience </li> <li> 2+ years in operations, data analysis, or project coordination </li> <li> Familiarity with automation tools (e.g., Zapier, Workato, Tray.io) and experience with APIs/integrations </li> <li> Experience with CRM and CX platforms (e.g., Salesforce, Gainsight, Zendesk, Qualtrics) </li> <li> Experience working in Agile environments, participating in sprints, and delivering iterative solutions. </li> <li> Ability to document workflows, create test cases, and ensure reliability and scalability through thorough testing. </li> <li> Strong project management skills—confident in managing timelines, deliverables, and stakeholder alignment </li> </ul> <h3>Soft Skills / Personal Characteristics</h3> <ul> <li> Customer-Centric Mindset: Empathetic and user-focused, with a strong understanding of customer journeys. </li> <li> Detail-Oriented: Precision in managing data, workflows, and insights to ensure accuracy and quality. </li> <li> Strong Communicator &amp; Collaborator: Able to clearly communicate insights and work effectively with cross-functional teams. </li> <li> Resourceful &amp; Self-Directed: Proactive, solution-oriented, and able to independently drive work forward. </li> <li> Team-Oriented with Growth Mindset: Quick learner who thrives in a collaborative, feedback-driven environment. </li> </ul> <h4>(REQ ID: 2076)</h4></div>

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