Customer Care and Social Media Analytics and Insights Analyst

Customer Care and Social Media Analytics and Insights Analyst

Base pay range: $55,000.00/yr - $76,000.00/yr

Publix’s Customer Care and Social Media (CCSM) department seeks an Analyst in the Analytics and Insights team to develop analytical solutions that support departmental and business area needs across the company. Responsibilities include creating dashboards and data visualizations of key performance indicators, analyzing customer engagement metrics, and identifying operational improvements, workforce forecasting, and root causes of customer pain points. The Analyst will consult with business units to provide impactful voice‑of‑the‑customer insights that inform product decisions, strategic crisis response, and service enhancements.

Excellent communication, writing, storytelling and presentation skills are essential, as the role requires tailoring insights for senior and executive audiences and exercising sound judgment to support decision‑making.

• Develop and implement analytical solutions to improve customer experience and CCSM quality of service.
• Support the Analytics & Insights Supervisor in monitoring critical and potentially brand‑damaging topics across digital, social media, and traditional platforms.
• Identify and support initiatives to improve data analysis processes for optimization, innovation, and precision.
• Lead and mentor Reporting Specialists, evaluate peer‑review reports and presentations, and provide critique and edits before delivery to internal customers.

• Bachelor of Science in marketing, finance, accounting, computer science, data analytics, information systems/technology, or a related business or communication field.
• At least three years of analytics experience, including one year of SQL and Boolean query writing, one year of using Google Analytics, Data Studio, and social media analytics tools, and one year of creating and designing data visualizations and dashboards.
• Strong teamwork, leadership, collaboration, project management, prioritization, and persuasion skills.
• Knowledge of emerging technologies and database architecture, natural language processing principles, and information systems design methodologies.
• Ability to serve as a trusted business advisor on customer sentiment and trends, fostering relationships with business leaders.
• Independent work capability, natural curiosity, and a quick learning mindset.
• Advanced skills in Microsoft Excel, Word, and PowerPoint; intermediate skills in Microsoft Office, Planner, Azure/AWS, and CRM/CMS tools such as ePower Center.
• Willingness to work nights, weekends, and holidays as needed in an on‑call rotation.

• Master’s degree in business, data science, data analytics, or a similar discipline.
• Five or more years of analytics or social media analytic experience, including three years of SQL, Google Analytics, and Data Studio expertise.
• Certifications in Sprinklr Reporting and Listening, Power BI, Tableau, Micro Strategy, or similar visualization tools.
• Expertise with SEO, cloud‑based machine learning, and telecom systems such as Avaya CMS.
• Advanced PowerPoint, SharePoint, and Access skills.

• Employee stock ownership plan and opportunity to purchase additional shares.
• 401(k) retirement savings plan.
• Group health, dental, and vision coverage.
• Paid Time Off, Paid Parental Leave.
• Short‑ and long‑term disability insurance.
• Tuition reimbursement.
• Free hot lunches at facilities with a cafeteria.
• Additional benefits details available at

Publix provides a holiday bonus in November: 15 hours of pay in the first year, one week’s pay in the second year (if current employment continues), and two weeks’ pay in subsequent years.

Complete all application steps, monitor email regularly, and note that this position does not sponsor immigration benefits. Please do not use a Publix email address when applying.

Mid‑Senior level

Full‑time

Marketing

Lakeland, FL