CX Strategy & Insights Analyst

Noom is on a mission to help people live better, longer. We're a consumer-led digital health company, connecting people to content, coaching, community, and clinicians, to build lasting habits and live healthier lives. We're a high-growth organization powered by science, technology, and world-class talent. When you join Noom, on any team, whether fully-remote or in one of our offices, you'll see the impact of your work on the world.

The Customer Experience team at Noom plays a pivotal role in delivering emotionally intelligent support that reflects our mission and values. We ensure our users feel heard, understood, and empowered at every step of their journey. By combining human compassion with innovative tools and technology, we create scalable, high-quality support that drives satisfaction and long-term success.

About the Role

As Noom redefines emotionally intelligent service in an AI-driven world, the CX Strategy & Insights Analyst will design the data systems and insights that drive operational decisions-blending advanced analytics, dashboard development, and forecasting to improve frontline performance, vendor operations, and customer satisfaction. This role helps lead the buildout of CX data infrastructure, delivers strategic insights, and supports workforce planning across internal teams and BPO partners, ensuring decisions are timely, data-informed, and aligned with evolving business needs.

You Will

• Build and maintain scalable dashboards, data models, and pipelines using SQL and tools like Looker, Tableau, or Power BI.
• Conduct deep-dive analytics to surface actionable insights on CX performance, contact trends, and customer behavior.
• Partner with stakeholders across CX, Finance, and WFM to ensure reporting supports strategic execution and real-time operations.
• Collaborate with the WFM team to support volume forecasts, staffing plans, and BPO accountability.
• Contribute to capacity planning, scenario modeling, and operational readiness for new workflows or business lines.

About You

You're a curious, data-driven problem solver with a passion for translating complexity into clarity. If you're interested in shaping the future of health by driving insights and innovation across our Customer Experience team, this role may be for you!

You Have

• 4+ years in analytics, operations, or workforce management, ideally in a customer support environment.
• Strong SQL skills and experience with visualization tools (Looker preferred); LookML proficiency a plus.
• Experience with Zendesk, or similar customer service tools
• Familiarity with WFM tools (e.g., Playvox, NICE, Calabrio) and vendor/BPO operations.
• Excellent communication skills and a track record of balancing strategic projects with day-to-day execution.

What Makes This Job Amazing

• You'll architect the CX analytics that power Noom's emotionally intelligent service, helping to shape the future of digital health support.
• You'll work cross-functionally with strategic teams across the business, gaining visibility and influence in company-wide decisions.
• You'll have ownership over high-impact projects that directly affect vendor performance, customer satisfaction, and operational scalability.
• You'll join a fast-paced, data-driven team where your technical expertise will drive real-time insights and long-term strategy

Base Salary

• The US base salary range for this full-time position is $101,000-$136,000
• The range displayed on each job posting is based on Noom's estimate as of the date of publication and reflects the minimum and maximum target for the position across all US locations. The actual placement of the candidate within the range is based on factors including but not limited to relevant experience, assessment of functional skills and behavioral competencies, and scope. This range is not inclusive of any discretionary bonus or equity package.

Other Elements of the Rewards Package

• Noom currently offers a comprehensive and generous total rewards package. This package generally includes discretionary performance-based bonus, stock awards, healthcare & retirement benefits, paid holidays, paid time off, disability benefits and various wellness programs, etc.

Location

• This position is a hybrid role, with 2 days a week on-site required in one of our offices.
• Princeton, NJ, USA
• New York, NY, USA

More About Noom

Noom is a leading whole-person health platform on a mission to help people live better, longer. We combine personalized medication with the science of behavior change and psychology, to help people build lasting habits and live longer, healthier lives. With nationally-recognized, holistic programs spanning weight, diabetes prevention, GLP-1 support, menopause, longevity, and more, we serve millions through health plans, employers, and direct-to-consumer offerings. As a trailblazer in the world of health and wellness, Noom makes healthy living easy, fun, and deeply rewarding.

We're more than a health tech company-we're a movement. This belief extends to our culture: we empower our people to think big, act boldly, and take pride in their contributions to shaping the future of health. With a strong remote culture, as well as offices in NYC and Princeton, we've been named one of the Best Places to Work by Inc., Fortune, Glassdoor, and Quartz-including honors for technology and diversity.

Join us in shaping the future of health. Whether you're remote or in-office, you'll be part of a passionate, mission-driven team working to make the world a healthier place-one habit at a time.

Noom is proud to be an Equal Opportunity Employer, and all applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, caste, national origin, physical or mental disability, protected veteran status, age, or any other characteristic protected by applicable law. Noom is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities.