Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

National Debt Relief is seeking a detail-oriented and insights-driven CX & Digital Analytics Senior Analyst to support the measurement and optimization of our end-to-end digital customer experience. This role sits at the intersection of data, technology, and customer experience, helping to ensure we collect, analyze, and activate data across web, mobile, chat, and support channels.

As a Senior Analyst, you will work closely with Product, Marketing, Engineering, and Client Experience teams to deliver reporting, uncover trends, and generate actionable insights that improve customer journeys, increase conversion rates, and enhance satisfaction.

• Support the design and execution of CX and digital analytics strategy, including measurement planning, tagging frameworks, and KPI development.
• Assist with the implementation and QA of digital tracking via Google Tag Manager, Adobe Launch, or Tealium
• Collaborate with product, CX, and marketing teams to capture data requirements and ensure accurate event tracking.
• Analyze funnel performance, engagement metrics, and client satisfaction signals across digital and assisted channels.
• Develop and maintain dashboards in tools like Sigma, Tableau, or Power BI to deliver real-time insights to stakeholders.
• Use GA4, Adobe Analytics, and SQL to identify CX friction points and recommend UX or process improvements.
• Contribute to the analysis of digital test-and-learn efforts (A/B or multivariate) to quantify impact and optimize experiences.
• Collaborate with data engineering to ensure digital data flows into Snowflake or enterprise platforms for unified analytics.
• Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement.

Required Skills / Experience:

• 2-5 years in digital, product, CX, or marketing analytics
• Strong SQL skills (Snowflake preferred) and comfort with data modeling and manipulation.
• Hands-on experience with GA4, Adobe Analytics, Mixpanel, or similar platforms.
• Familiarity with tag management systems such as GTM, Adobe Launch, or Tealium.
• Experience with CX optimization, funnel performance tracking, and self-service channel performance.
• Familiarity with A/B testing frameworks and experimentation design.
• Experience with visualization and dashboarding tools like Tableau, Sigma, Looker, or Power BI.
• Ability to communicate complex data clearly and drive action across technical and non-technical teams.

Preferred Skills / Experience:

• Experience in financial services or fintech, especially client onboarding or customer support journeys.
• Familiarity with server-side tracking, CDPs (e.g., Segment, mParticle), or customer data governance frameworks.
• Background in digital attribution modeling, journey analytics, and lifecycle measurement.
• Experience with Python, BigQuery ML, or Airflow is a plus.
• Strong documentation habits — including tracking specs, SQL templates, and dashboard standards.

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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