Senior Analyst, Customer Experience Reporting & Analytics

Senior Analyst

The Senior Analyst is responsible for leading the development, automation, and execution of reporting and analytics that measure the effectiveness of Burlington's customer experience strategy. This role partners closely with Customer Experience, Store Operations, Finance, Workforce Management, Asset Protection, IT, and Field Leadership to deliver actionable insights that improve customer satisfaction, operational execution, associate experience, and continuous business improvement. The Senior Analyst will leverage advanced analytics, reporting tools, customer feedback platforms, and operational data to identify trends, evaluate pilots and strategic initiatives, and support data-driven decision making.

This role is responsible for developing scalable reporting solutions, establishing measurement methodologies, and translating complex data into clear business recommendations for senior leadership. The ideal candidate possesses strong analytical, technical, and communication skills, with a passion for solving business problems and improving customer experience.

Duties and Responsibilities:

• Lead the development, maintenance, and enhancement of Customer Experience dashboards, scorecards, and executive reporting.
• Lead the planning, execution, and measurement of Customer Experience initiatives, pilots, and strategic projects from concept through implementation.
• Develop project plans timelines, success metrics, and risk assessments to ensure successful delivery of initiatives.
• Design and implement reporting solutions that measure customer experience performance, operational execution, customer feedback trends, and key business outcomes.
• Utilize advanced analytical tools and techniques to identify trends, opportunities, and risks across customer experience initiatives.
• Conduct deep-dive analyses to identify root causes of customer experience challenges and provide actionable recommendations for improvement.
• Create and maintain automated reporting processes that improve efficiency, data accessibility, and reporting accuracy.
• Partner cross functionally to support business decision-making through analytics and reporting.
• Support business reviews with executive-ready reporting and insights.
• Present analytical findings and strategic recommendations to senior leadership in a concise and compelling manner.

Education:

• B.A./M.S. in quantitative disciplines (Economics, Finance, Business, Engineering, Mathematics, etc)

Experience:

• >5 years of experience in highly analytical roles, project management, preferably in a retail setting
• Proficiency in data analysis tools (e.g., SQL) and visualization platforms (e.g., Power BI, Micro Strategy).
• Proficiency automating data handling processes
• Proficiency using Machine Learning and AI-based tools to analyze data and improve reporting
• Excellent problem-solving abilities and attention to detail
• Knowledge of data management and reporting platforms

Skills and Abilities:

• Analytical problem solving
• Quantitative reasoning
• Strategic problem solving and innovative thinking
• Process and detail orientation
• Change management
• Cross-functional collaboration
• Communication and influencing
• Drive for results

Physical Requirements:

• 15% travel
• Based in U.S. Eastern time zone

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