CX Data & Intelligence Analyst

• Lead customer experience measurement, analytics, reporting, and insight-generation activities, acting as a subject matter expert in CX intelligence.
• Ensure the accuracy, integrity, quality, and governance of customer feedback, survey, CRM, operational, and business data.
• Develop integrated views of the customer experience by combining information from multiple data sources and analytical models.
• Design, build, and maintain dashboards, scorecards, and reporting solutions that deliver descriptive, diagnostic, and predictive insights.
• Develop analytical frameworks to identify customer behavior trends, performance drivers, business risks, and opportunities for improvement.
• Act as the primary expert for Qualtrics reporting, dashboard development, and customer experience analytics solutions.
• Manage website feedback initiatives, including quarterly website pop-up surveys and other targeted customer feedback projects.
• Coordinate with Digital Channel and IT teams to ensure surveys are properly configured and integrated with existing systems and website environments.
• Provide technical leadership for integrating customer experience survey data with CRM and operational datasets.
• Serve as a key technical point of contact for internal stakeholders, analytics teams, shared services, digital teams, and external survey platform providers.
• Translate complex business questions into structured analytical approaches and practical, data-driven recommendations.
• Support strategic planning and business decision-making by delivering relevant customer intelligence and actionable reporting.
• Advise and educate stakeholders on Qualtrics capabilities, CX metrics, reporting standards, analytical best practices, and customer feedback methodologies.

• Bachelor's degree in Business, Analytics, Data Science, Statistics, Customer Experience, Marketing, or a related discipline, or equivalent professional experience.
• At least 5 years of experience in customer insights, business intelligence, data analytics, customer experience, or a related field.
• Strong expertise in survey-based research, including research design, sampling methodologies, data quality control, bias assessment, and survey interpretation.
• Experience with predictive modelling, customer segmentation and clustering, multivariate analytics, and unstructured data processing.
• Demonstrated hands-on experience with Qualtrics programs, reporting capabilities, and dashboard development.
• Strong analytical and problem-solving skills, with the ability to translate complex business challenges into meaningful insights and actionable recommendations.
• Experience working with diverse datasets, including survey, CRM, ERP, operational, and business information.
• Solid understanding of Customer Experience (CX), Voice of Customer (VoC) programs, customer feedback initiatives, and customer insight methodologies.
• Excellent communication, presentation, and stakeholder management skills, with the ability to explain complex analytical findings to both technical and non-technical audiences.
• Strong business acumen and the ability to influence decisions through data storytelling and evidence-based recommendations.
• Ability to work collaboratively across technical and business teams while managing multiple analytical projects and priorities.

The following qualifications are considered an advantage:

• Qualtrics XM Certification.
• Experience with business intelligence and data visualization platforms such as Power BI, Tableau, Qlik, or Spotfire.
• Knowledge of SQL, Python, or other analytical programming and data manipulation tools.
• Experience with customer journey analytics, predictive analytics, text analytics, and advanced reporting methodologies.
• Familiarity with customer experience…