Sr. Analyst, CX and Commercial Services

Job Description

The Senior Analyst, Customer Experience and Commercial Analytics owns how Dobson measures the customer experience and the operations that deliver it. This role runs the Qualtrics NPS program, produces the recurring scorecards for customer care, back office, and service delivery, and supports business development with the analysis behind growth decisions.

Customer experience reporting today is manual and assembled by hand each cycle. This role automates it, sets the benchmarks, and makes the numbers consistent enough that leaders stop debating the data and start acting on it.

Key responsibilities

• Own the Qualtrics NPS program end to end, including survey design, distribution logic, sampling, response rates, scoring, and closed loop follow up.
• Run the daily survey operation, including deployment, data quality checks, and exception handling.
• Analyze verbatim and driver data to identify what is actually moving the score, and route findings to the function accountable for fixing it.
• Own the Customer Care scorecard covering queue performance, service level attainment, agent productivity, quality outcomes, and volume trends.
• Own the back-office scorecard covering billing operations, order management, and revenue assurance performance.
• Own service delivery reporting covering install and provisioning cycle time, jeopardy and missed commitments, repeat truck rolls, and repair performance.
• Set and defend benchmarks for every metric, including floor, target, and stretch, and run variance analysis against them.
• Maintain the KPI register documenting owner, source system, calculation logic, and benchmark basis for each measure.
• Replace manual pulls and hand built spreadsheets with scheduled reporting and automated refreshes.
• Stand behind the accuracy of what leadership sees, including reconciliation across source systems.
• Partner with Finance, IT, Customer Care, Field Operations, and Sales to turn business questions into analysis those teams can act on.

First-year priorities

• Stabilize the Qualtrics NPS program so daily surveys run without manual intervention and weekly, MTD, and YTD reporting lands on schedule every cycle.
• Deliver a fully populated and automated Customer Care scorecard that leadership uses in its weekly operating routine.
• Stand up the back office and service delivery scorecards with an agreed owner and benchmark for every metric.
• Document and socialize metric definitions so Care, Commercial, and Finance stop reporting the same measure different ways.
• Eliminate the highest volume manual reporting processes and the spreadsheets behind them.
• Deliver at least two analyses that drive a documented operational or commercial change.
• Establish a clear intake and prioritization process for ad hoc analytics requests.

Ideal candidate profile

• 5+ years in analytics, business intelligence, or reporting, including direct ownership of recurring reporting delivered to senior executives.
• Advanced Excel for modeling, analysis, and fast turnaround work.
• Strong SQL, with the ability to write and troubleshoot queries against operational data independently.
• Hands-on experience with at least one BI platform such as Power BI, Tableau, Looker, or Qlik.
• Proven reliability on a fixed reporting cadence, including daily operational deliverables.
• Track record of building reporting where none existed before, not just maintaining an established set.
• Proven ability to present data to executives and defend the numbers behind it.
• Comfortable operating in a growing, evolving environment where not all processes and roles are fully defined.
• Preferred: hands-on Qualtrics administration, or equivalent experience with another voice of customer platform.
• Preferred: telecommunications, broadband, fiber, cable, or utilities experience.
• Preferred: contact center reporting experience covering service level, occupancy, first contact resolution, and handle time.
• Preferred: exposure to billing platforms, revenue assurance, or cost to serve analysis.
• Preferred: churn, retention, or customer lifetime value analysis.
• Preferred: working knowledge of Python or R.

Working style and culture fit

• Asks why the number moved before publishing it, and pushes back when the data does not support the conclusion being drawn.
• Treats the cadence as a commitment. Reports land on time without being chased.
• Builds the report personally when that is the fastest path, while keeping the automation roadmap in view.
• Translates between technical detail and executive summary without l