Customer Engagement Analyst (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.


Position Summary: The Customer Engagement Analyst is responsible for designing, launching, and optimizing proactive customer engagement initiatives across the customer lifecycle. This role focuses on improving customer adoption, increasing utilization, removing barriers to engagement, and reducing churn risk through structured outbound campaigns and data-driven insights. By identifying customers exhibiting early indicators of disengagement or underutilization, the Customer Engagement Analyst partners cross-functionally to develop targeted outreach strategies that strengthen customer value realization and long-term retention. e role will lead initiatives through influence, partnering with BI and other key sources of insights to identify opportunities and guiding Tier 1 and Tier 2 support teams in campaign execution while continuously analyzing and refining performance to drive measurable business impact.

This is a Remote/Work from Home position reporting to the Director of Customer Service

What you will do:
• Analyze customer lifecycle data, utilization patterns, and behavioral trends to identify engagement gaps and churn risk indicators.
• Proactively define customer segments requiring intervention to improve adoption, engagement, or sustained utilization.
• Partner with BI, Business Operations, Product Management, Marketing, and CEX leadership to prioritize lifecycle engagement opportunities.
• Establish clear campaign objectives, success metrics, and measurable business outcomes tied to utilization lift and retention improvement.
• Design structured engagement campaigns leveraging Tier 1 and Tier 2 support teams, including:
• Customer targeting logic, outreach workflows, messaging frameworks and talking points
• Data capture and feedback requirements and defined KPIs and reporting structure
• Identify required skillsets and training needs in partnership with frontline leadership.
• Develop A/B testing strategies to optimize messaging, outreach cadence, and intervention effectiveness.
• Ensure reporting dashboards and tracking mechanisms are in place prior to campaign launch as well as conduct post-campaign analysis to measure ROI and overall lifecycle impact.
• Monitor campaign performance in real time, analyzing engagement rates, utilization improvements, churn risk reduction, and customer feedback.
• Identify trends and insights during campaign execution and recommend and implement adjustments to refine targeting, messaging, and workflow effectiveness.
• Surface systemic insights uncovered during outreach (product friction, process gaps, training needs) to appropriate cross-functional partners.
• Develop executive-ready reporting summarizing outcomes, insights, and strategic recommendations.
• Translate data findings into actionable guidance for CEX leadership and cross-functional stakeholders.
• Establish repeatable reporting frameworks to scale engagement initiatives over time.
• Serve as a liaison between CEX, BI, Business Operations, Marketing, Product, and other stakeholders.
• Lead initiatives through influence in a matrixed environment.
• Ensu