"Alerted.org

Wht's the role?

As a B2B Customer Experience Analyst, you will be responsible for developing and accomplishing central initiatives to deliver outstanding experience for our business customers. You will collaborate cross-functionally to identify CX growth opportunities, optimize operational processes, and enhance end-to-end customer journeys. This role will directly support customer retention, sales growth, and lifecycle insights, ensuring seamless interactions and personalized engagements across all products. You will also provide advanced analytical support by creating dashboards, generating queries, and transforming data into actionable strategies to drive business outcomes.

Essential Duties and Responsibilities include, but are not limited to, the following:

+ Lead the identification of trends. Distill complex data into actionable insights. Build advanced dashboards that provide comprehensive access to CX, retention, and revenue growth opportunities.

+ Build, complete, and maintain complex data queries using SQL and front- and back-end tools. These queries support deep analyses of churn, retention, sales, and customer behavior across multiple channels and services.

+ Develop executive-ready visualizations, reports, and presentations that translate complex findings into clear, strategic recommendations for senior leadership.

+ Conduct advanced performance and behavioral analyses, correlating KPIs with CX, retention, and revenue outcomes to guide strategic decision-making.

+ Perform comprehensive churn and retention studies, including customer segmentation, risk modeling, and upsell/downsell behavior analysis, to uncover business risks and opportunities for revenue growth.

+ Drive high-volume reporting (daily, weekly, monthly) and prioritize data requests from multiple cross-functional collaborators with efficiency and accuracy.

+ Drive end-to-end analytical projects, including data collection, cleansing, modeling, insight generation, and actionable recommendations, ensuring data integrity and operational relevance.

+ Optimize customer journeys and CX processes, implementing strategies that enhance satisfaction, reduce churn, and improve long-term customer health.

+ Partner closely with Sales, Commercial, Product, and Operations teams to identify, support, and track upsell, cross-sell, and revenue growth initiatives.

+ Build and maintain predictive retention models and targeted interventions to mitigate customer risk and strengthen loyalty.

+ Champion process automation and operational efficiency initiatives to streamline CX workflows and improve overall team effectiveness.

+ Facilitate cross-departmental collaboration to implement structural and operational enhancements that drive measurable impact.

+ Advise leaders and managers on redesigning materials, workflows, and training programs to enhance efficiency, knowledge transfer, and employee enablement.

+ Oversee the launch and continuous improvement of customer support channels and CX platforms, aligning with strategic roadmap priorities.

+ Evaluate the performance and impact of new initiatives, product changes, and CX enhancements, providing recommendations that inform business strategy and operational planning.

+ Serve as a trusted advisor to leadership and collaborators, using data-driven insights to influence strategic decisions and drive measurable improvements in revenue, retention, and customer happiness.

+ Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America policies, and procedures including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.

How can you add value?

Education and/or Experience:

Bachelor’s degree in finance, data analytics, industrial engineering, or an equivalent field.

2-5 years of experience with Voice of Customer.

Advanced experience with Excel and data analysis.

Intermediate experience with statistical analysis.

Intermediate to advanced experience in programming experience: R, Python, Power Automate.

Other qualifications:

+ Solid understanding of the telecommunications industry, specifically mobile and fixed products, including how customers use and interact with these services.

+ Experience working with SOHO, Large Enterprise, Wholesale, and Government accounts, with knowledge of their operational needs, buying behaviors, and support requirements.

+ Self-starter who works independently and can drive fast paced, changing priorities.

+ Exceptional troubleshooting and problem-solving abilities.

+ Solid understanding of process methodologies and effective use of data, especially if trained in methodologies such as Six Sigma, or similar analytical frameworks.

+ Ability to learn and assess customer needs and a variety of business operating models.

+ Demonstrated ability to guide and drive customer transformation efforts.

+ Strong discernment, and the ability to analyze and use information.

+ Ability to work in a team environment while balancing multiple projects with varying priorities.

+ Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations, and presentations from scratch.

+ Demonstrated ability to work effectively in a fast-paced and dynamic environment and easily adaptable to change; ability to work under tight deadlines.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

How can you add value?

Education and/or Experience:

Bachelor’s degree in finance, data analytics, industrial engineering, or an equivalent field.

2-5 years of experience with Voice of Customer.

Advanced experience with Excel and data analysis.

Intermediate experience with statistical analysis.

Intermediate to advanced experience in programming experience: R, Python, Power Automate.

Other qualifications:

+ Solid understanding of the telecommunications industry, specifically mobile and fixed products, including how customers use and interact with these services.

+ Experience working with SOHO, Large Enterprise, Wholesale, and Government accounts, with knowledge of their operational needs, buying behaviors, and support requirements.

+ Self-starter who works independently and can drive fast paced, changing priorities.

+ Exceptional troubleshooting and problem-solving abilities.

+ Solid understanding of process methodologies and effective use of data, especially if trained in methodologies such as Six Sigma, or similar analytical frameworks.

+ Ability to learn and assess customer needs and a variety of business operating models.

+ Demonstrated ability to guide and drive customer transformation efforts.

+ Strong discernment, and the ability to analyze and use information.

+ Ability to work in a team environment while balancing multiple projects with varying priorities.

+ Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations, and presentations from scratch.

+ Demonstrated ability to work effectively in a fast-paced and dynamic environment and easily adaptable to change; ability to work under tight deadlines.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

Essential Duties and Responsibilities include, but are not limited to, the following:

+ Lead the identification of trends. Distill complex data into actionable insights. Build advanced dashboards that provide comprehensive access to CX, retention, and revenue growth opportunities.

+ Build, complete, and maintain complex data queries using SQL and front- and back-end tools. These queries support deep analyses of churn, retention, sales, and customer behavior across multiple channels and services.

+ Develop executive-ready visualizations, reports, and presentations that translate complex findings into clear, strategic recommendations for senior leadership.

+ Conduct advanced performance and behavioral analyses, correlating KPIs with CX, retention, and revenue outcomes to guide strategic decision-making.

+ Perform comprehensive churn and retention studies, including customer segmentation, risk modeling, and upsell/downsell behavior analysis, to uncover business risks and opportunities for revenue growth.

+ Drive high-volume reporting (daily, weekly, monthly) and prioritize data requests from multiple cross-functional collaborators with efficiency and accuracy.

+ Drive end-to-end analytical projects, including data collection, cleansing, modeling, insight generation, and actionable recommendations, ensuring data integrity and operational relevance.

+ Optimize customer journeys and CX processes, implementing strategies that enhance satisfaction, reduce churn, and improve long-term customer health.

+ Partner closely with Sales, Commercial, Product, and Operations teams to identify, support, and track upsell, cross-sell, and revenue growth initiatives.

+ Build and maintain predictive retention models and targeted interventions to mitigate customer risk and strengthen loyalty.

+ Champion process automation and operational efficiency initiatives to streamline CX workflows and improve overall team effectiveness.

+ Facilitate cross-departmental collaboration to implement structural and operational enhancements that drive measurable impact.

+ Advise leaders and managers on redesigning materials, workflows, and training programs to enhance efficiency, knowledge transfer, and employee enablement.

+ Oversee the launch and continuous improvement of customer support channels and CX platforms, aligning with strategic roadmap priorities.

+ Evaluate the performance and impact of new initiatives, product changes, and CX enhancements, providing recommendations that inform business strategy and operational planning.

+ Serve as a trusted advisor to leadership and collaborators, using data-driven insights to influence strategic decisions and drive measurable improvements in revenue, retention, and customer happiness.

+ Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America policies, and procedures including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.