---
title: 'Senior CX Analyst at Quo'
canonical: 'https://feeny.ai/job/senior-cx-analyst-quo-united-states-mbpaxfc2m7pk'
type: 'job'
last_seen: '2026-09-15'
---

# Senior CX Analyst at Quo

- **Company:** Quo
- **Location:** United States &, Canada
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-07-01
- **Last confirmed live:** 2026-09-15
- **Apply:** https://jobs.gem.com/quo/am9icG9zdDr5CQrq3_KV3ZNx4wMX9-DE

## Job description

## About the role

We are looking for a Senior Customer Experience (CX) Analyst to build and lead the analytics function for Customer Experience. This role will serve as the primary owner of CX data strategy, business intelligence, operational analytics, capacity planning, forecasting, and executive reporting.

You will transform large volumes of customer, operational, and revenue data into actionable insights that improve customer outcomes, increase operational efficiency, and drive business growth. You will partner closely with CX, Finance, and Data teams to ensure Customer Experience is both data-driven and directly connected to company performance. As AI becomes increasingly embedded in the customer journey, this role will also establish the measurement frameworks necessary to evaluate and optimize both human and AI-driven customer interactions.

Some of the things you’ll do:

- Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives
- Deliver monthly and quarterly business reviews, translating complex data into clear recommendations that drive strategic decisions
- Develop predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators
- Forecast contact volume across all channels (phone, chat, email, SMS, porting, AI) and build capacity and staffing models accounting for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets
- Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction
- Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and revenue growth, partnering with Revenue and Finance teams
- Create scenario planning frameworks to support annual planning and strategic decision making

## About you

- 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or related fields.
- 3+ years leading analytics teams, programs, or strategic initiatives.
- Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations.
- Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs.
- Strong business acumen with the ability to connect operational metrics to company outcomes.

Technical expertise:

- Advanced SQL and data modeling experience.
- Strong experience with BI and visualization platforms such as Mode, Tableau, Sigma, Looker, or Power BI.
- Experience working with large datasets and performing statistical analysis.
- Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics.
- Experience with experimentation, trend analysis, cohort analysis, and customer segmentation.
- Familiarity with AI performance analytics and automation reporting.

Nice to have:

- Experience in SaaS, telecommunications, contact center, or high-growth technology environments.
- Experience with Zendesk, Mode, Retool, Snowflake, or similar platforms.
- Knowledge of customer journey analytics, customer health scoring, and retention modeling.
- Experience partnering with Finance and Revenue Operations on planning and forecasting processes.
- Workforce management or capacity planning experience layered on top of strong analytics.

## Compensation

The annual base salary range for this position in the US is $119,000 - $140,000 USD, and in Canada is $119,000 - $140,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.

The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.

Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

## About Quo

## Company Overview
- **One-liner**: Quo (formerly OpenPhone) provides a shared business phone and inbox with AI capabilities to help small businesses manage customer communications and build stronger relationships.
- **Entity Type**: Private (startup; backed by Y Combinator; raised $105M in recent funding)
- **Headquarters**: Remote-first; historically based in San Francisco, CA, USA (inferred from OpenPhone history)
- **Founded**: 2018
- **Founders**: Mahyar Raissi and Daryna Kulya

## Core Business
- **Primary industry**: Business communication software (VoIP, AI-powered customer engagement)
- **Target customers**: B2B, primarily small and medium businesses (SMBs)
- **Mission**: To fuel an economic renaissance by giving the 99.9% of businesses that are small the modern, intuitive tools they need to make a lasting impact

## Products & Services
- **[Quo Platform]**: A unified business phone and inbox for calls, texts, and customer management. Includes AI agent Sona, custom call flows, multi-level phone menus, and integrations with Salesforce, HubSpot, Jobber, and Make. (SaaS)
- **[Sona AI]**: An AI front-office partner that answers calls, captures details, and helps with sales, support, and every customer conversation. Included on all plans with 10 free calls per month.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total funding – at least $105M raised in a recent round (specific series not disclosed); 90K+ businesses on the platform; 1B+ calls and messages sent
- **Notable Investors/Partners**: Y Combinator (accelerator); integrations with Salesforce, HubSpot, Jobber, Make
- **Growth Signals**: Rebranded from OpenPhone to Quo; launched major AI update (Sona); ranked #1 customer satisfaction on G2 (4.7 stars); raised $105M to accelerate vision

## Competitive Advantages
- **AI-first approach**: Sona AI is included on all plans, providing automated call handling and customer engagement out of the box.
- **Unified communications**: Combines calls, texts, and customer data in one platform, eliminating the need for separate tools.
- **High customer satisfaction**: Consistently top-rated on G2 for customer satisfaction.
- **Remote-first culture**: Built distributed from day one, with transparent compensation and strong perks.

## Strategic Focus
- Expanding AI capabilities for the front office (sales, support, customer relationship management).
- Deepening integrations with CRM and business workflow tools.
- Scaling globally to serve more small businesses and displace legacy phone systems.

## Why Work Here
- **Remote-first from day one**: Work from anywhere with annual in-person offsites (e.g., San Diego).
- **Competitive compensation**: Transparent pay, competitive equity, and a $1,000 home office setup budget.
- **Comprehensive benefits**: Health, dental, vision; unlimited PTO and sick leave; paid family leave; retirement support (varies by country).
- **Learning & wellness**: $3,000/year L&D stipend; $200/month wellness stipend.
- **Culture**: Described as passionate, determined, and excited about the challenges of a rapidly growing startup. Interview process typically takes 4–6 weeks and includes recruiter screen, hiring manager, team interviews, a possible project, and a final leadership interview.

## Sources
1. [quo.com/careers](https://www.quo.com/careers)
2. [quo.com/about](https://www.quo.com/about)
3. [quo.com/new-chapter](https://www.quo.com/new-chapter)
4. [glassdoor.com](https://www.glassdoor.com/) (general careers page)

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