The Role
This position is responsible for transforming structured and abstract data into clear, compelling stories that drive customer experience strategy. The role requires strong analytical skills, experience with SQL and Power BI, and the ability to synthesize Voice of Customer (VoC) insights. You will support the team through both structured and ad hoc analysis, working in an environment that often requires flexibility and adaptability. The role includes preparing and presenting regular reports and dashboards, as well as responding to emerging business questions with custom studies and analyses. You will be responsible for uncovering customer and product insights, synthesizing data from multiple sources, and communicating findings through clear, compelling presentations for leadership and cross-functional teams.
What You'll Do (Responsibilities):
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Compile and analyze structured and unstructured data from multiple sources, including VoC platforms, operational databases, and business systems.
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Develop and maintain Power BI dashboards and ad hoc reports to visualize customer experience metrics and insights.
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Query data using SQL to support deep-dive analyses and answer business questions as they arise.
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Synthesize complex data into clear, actionable stories and presentations for leadership and cross-functional teams.
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Collaborate with business partners to understand evolving needs and deliver insights that drive CX improvements.
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Present findings in a compelling, easy-to-understand manner, tailoring communication to technical and non-technical audiences.
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Support the team in both regular and ad hoc capacities, adapting to ambiguous and evolving business priorities.
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Identify opportunities for process improvement and recommend data-driven solutions.
Your Skills & Abilities (Required Qualifications):
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Bachelor’s degree in Business, Analytics, Computer Science, or related field, or equivalent experience.
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2 years’ experience in a data analyst, business analyst, or customer experience insights role.
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Proficiency in SQL and experience building reports/dashboards in Power BI.
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Experience working with VoC platforms (e.g., XM Discover/Clarabridge, Qualtrics, Medallia).
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Strong presentation and storytelling skills; ability to translate data into actionable insights leveraging tools like PowerPoint and other Microsoft Office applications.
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Comfortable working in an ambiguous, fast-paced environment with shifting priorities.
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Excellent interpersonal and communication skills.
What Can Give You A Competitive Edge ( Preferred Qualifications):
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Experience with additional analytics tools (e.g., Tableau, Python, Databricks).
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Experience working with Salesforce.
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Prior experience in customer experience, reporting, or analytics in a large organization.
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Familiarity with sentiment analytics, survey platforms, or customer feedback systems.
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Experience supporting leadership with executive-level presentations and reports.
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