Customer Experience Analyst

Responsibilities

• Map and optimize end-to-end customer journeys, identifying key touchpoints, pain points, and opportunities for improvement.
• Design and manage Voice of Customer (VoC) programs (surveys, interviews, and feedback loops) to capture actionable customer insights.
• Partner with internal stakeholders to curate agendas, presenters, and discussion leaders for executive briefings.
• Design tailored customer experiences and briefing content for executive briefing center engagements.
• Conduct monthly cross‑functional meetings driving recommendations, capturing notes and action items and driving timely follow‑up.
• Define and track key performance indicators (KPIs) to measure the impact of CX initiatives and recommendations.
• Monitor competitor activity and industry trends to inform CX opportunities and best practices.
• Solve complex, ambiguous problems with sound judgment—selecting practical, creative solutions and working independently.
• Lead moderate‑to‑high complexity projects, deliver clear executive‑ready readouts, and support operational and strategic planning.

• Bachelor’s degree (or higher) in Marketing, Business Administration, or a related field (or equivalent practical experience).
• 4–7 years of relevant experience in customer experience, marketing insights, product/service management, project/program management, sales/channel, or related roles (or an advanced degree with 3–5 years of experience).
• AI, Vibe Coding and data tools (e.g., Databricks; Microsoft Copilot; OpenAI).
• Translating insights into actionable recommendations and strategies.
• Customer Listening Tools (Qualtrics, Medallia, Sprinklr).
• Storytelling and visualization of data analysis from multiple sources.
• Journey Mapping.
• Power BI (or similar data visualization tools).
• Programming/data querying:
  Python, R, and SQL.