[Remote] CX Insights Analyst

Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a healthcare technology company focused on improving health and well-being through leading-edge technologies. The CX Insights Analyst will analyze customer conversations, feedback, and operational data to identify trends, root causes, and opportunities for improving customer experience, then develop actionable recommendations and communicate findings through reports and dashboards.

Responsibilities

Analyze customer feedback and interactions across the end-to-end customer journey, including calls, chats, emails, surveys, and other feedback channels, to identify trends, pain points, and opportunities for improvementIdentify customer pain points, recurring issues, and process breakdowns that impact the customer experienceInvestigate root causes behind customer effort, dissatisfaction, and repeat contactsIdentify top contact drivers and emerging customer journey friction points affecting the overall customer experienceDetect emerging trends, risks, compliance concerns, and opportunities using structured and unstructured dataConnect customer feedback, interaction data, and operational metrics to understand the factors shaping the customer experienceLeverage speech analytics, text analytics, and customer feedback platforms to uncover meaningful insightsDevelop actionable recommendations that improve customer experience, operational performance, and business outcomesCreate reports, dashboards, and visualizations to communicate findings effectivelyCollaborate with business partners to understand challenges and support data-driven decision makingContribute to customer experience, operational improvement, and customer listening initiativesSupport customer experience, employee experience, product experience, and operational insight projects as needed
Skills

Experience analyzing customer, operational, or experience-related dataStrong analytical and problem-solving skills with a demonstrated ability to uncover root causes and identify meaningful insightsAbility to identify trends, patterns, and emerging issues across multiple data sourcesExperience translating data, observations, and customer feedback into actionable business recommendationsStrong written and verbal communication skillsAbility to manage multiple priorities and work independentlyNaturally curious with a passion for understanding customer behavior, customer needs, and business outcomes
Benefits

Work flexibilityLearning and career developmentTechnical credentials and certificationsGenerous, flexible vacation policyEducational assistanceComprehensive leadership and technical development academiesFully remote position401(k) employer matchComprehensive health benefits
Company Overview

Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital. It was founded in 2009, and is headquartered in Irving, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.gainwelltechnologies.com/.
Company H1B Sponsorship

Gainwell Technologies has a track record of offering H1B sponsorships, with 26 in 2026, 90 in 2025, 78 in 2024, 56 in 2023, 96 in 2022, 33 in 2021. Please note that this does not guarantee sponsorship for this specific role.