Client Experience Strategy & Operations Analyst

Who We Are

For over 25 years, Doxim has helped organizations transform the way they deliver critical communications through innovative technology, secure omnichannel solutions, and an unwavering commitment to excellence. Today, we proudly support more than 1,500 clients across a variety of industries, helping businesses communicate more effectively and create stronger customer experiences. What truly sets us apart is our people. We are building a culture where fresh ideas are welcomed, growth is encouraged, and employees are empowered to take on meaningful challenges, make a real impact, and help shape the future of customer communications.

Doxim's New Client Experience Strategy and Operations Analyst

We’re looking for a Client Experience Strategy and Operations Analyst to help shape how we measure, understand, and continuously improve the client experience. Reporting to the SVP of Client Experience, this highly visible individual contributor will lead CX reporting, client health and satisfaction measurement, churn prediction, and client communication enablement, leveraging Salesforce and Pardot to turn data into meaningful, actionable insights.

If you are seeking to elevate your career and join a team that is pioneering tech-enabled solutions, we would be delighted to meet you.

Responsibilities

Client Communications Strategy & Enablement

• Develop consistent, compliant client communication standards across Client Service and Client Experience, ensuring messaging is timely, accurate, and aligned with client expectations.
• Partner with Sales, Marketing, and CX leadership to align messaging, reporting cadence, QBRs, and executive communications.

Client Health, Satisfaction & Retention Analytics

• Develop and refine client health, satisfaction, and churn models using operational, engagement, and financial data to identify risk and support proactive intervention.
• Standardize measurement of client sentiment, value realization, and account health, translating insights into actionable recommendations for CX and Sales teams.

 Reporting & Performance Visibility

• Create executive-ready Salesforce dashboards that provide centralized visibility into client health, service performance, capacity, resource utilization, and retention trends.
• Ensure reporting supports internal decision-making and client-facing needs while promoting data integrity and consistent use of Salesforce and Pardot.

 Operational Efficiency & Value Measurement