Customer Experience Analyst

Overview

We are looking for a skilled Senior Customer Experience Analyst to join the Voice of the Customer team at our Fortune 50 retail client. The ideal candidate will have 3-5+ years of experience in data analysis with a strong understanding of SQL and Qualtrics
. This role will play a critical part in turning customer feedback data into actionable insights to drive decision‑making for the customer experience and online organization.

• Conduct competitive analysis and benchmarking to identify best practices in customer experience and ensure this retailer remains a leader in serving customers.
• Support ongoing enhancements to the Voice of the Customer program by creating and refining analytic models, scorecards, and dashboards.
• Lead or support projects focused on process improvements, rooted in customer feedback and data analysis, to drive meaningful change within the business.
• Present findings and recommendations to key stakeholders, confidently advocating for the customer perspective and encouraging informed decision‑making.
• Manage customer satisfaction KPIs, such as LTUA scores, and produce regular reports for internal stakeholders that highlight actionable insights.
• Collaborate cross‑functionally, balancing competing priorities and developing effective solutions to enhance the customer journey.
• Gather requirements from business stakeholders for new surveys, configure and deploy surveys on the Qualtrics platform, ensuring solutions meet business objectives and deliver actionable results.

• Bachelor’s degree or higher in Business, Marketing, Data Analytics, or a related field (or equivalent work experience).
• Minimum 3-5 years of professional experience in analytics, business intelligence, or customer experience, preferably in a retail setting.
• Proficient with the Qualtrics application, including survey building, customization, and reporting.
• Advanced Excel and PowerPoint skills; proficiency with analytic platforms such as SQL.
• GBQ experience is strongly preferred.
• Strong communication and storytelling abilities—able to translate complex data into clear, actionable insights for stakeholders.