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CX Data & Insight Analyst

Remote    Full-time   
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Position Overview:

Leverage customer journey insights to identify opportunities for product/service experience enhancement and journey optimization. In this way, the CX Analyst will play a critical role in helping drive improvements to customer experience, satisfaction, loyalty, and retention.


Duties and Responsibilities

  • Data Analysis & Synthesis: Collect, analyze, and interpret customer and journey data from various sources to identify trends, patterns, and insights from surveys, analytics/heatmap tools, and transactional data reporting tools.
  • Data Monitoring & Use: Monitor customer feedback (e.g., surveys, Voice of the Customer dashboards) and transactional data channels (e.g., reporting and Power BI dashboards) to extract valuable insights and maintain existing personas and journey maps.
  • Metric Tracking & Reporting: Support principal researcher in tracking and reporting on key performance indicators (KPIs) related to customer experience, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Develop
  • Google Analytics reports as needed to track and communicate customer journey trends and insights.
  • Recommendation Development: Generate data-driven recommendations to enhance customer experience, which may include process improvements, product/service enhancements, and communication adjustments.


Requirements and Qualifications

  • Bachelor's degree in Business, Marketing, Data Analytics, or a related field. A master's degree is a plus.
  • Proven experience in data analysis and interpretation, with a strong proficiency in customer feedback management platforms (e.g, Qualtrics), analytics tracking (e.g., Google Analytics) and heat mapping tools, statistical analysis tools, and data reporting/visualization tools (e.g., Power BI and Tableau).
  • Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders.
  • Solid understanding of customer experience principles and methodologies.
  • A customer-centric mindset and a passion for delivering outstanding customer experiences.
  • Ability to work collaboratively in a cross-functional team environment.