Customer Experience Data Analyst (Contract)

Job Summary:

The Customer Experience (CX) Data Storyteller plays a pivotal role in transforming complex customer data into compelling, narrative-driven insights that drive business growth and enhance customer loyalty. This position works collaboratively across the organization to analyze the end-to-end customer journey, identify key trends and pain points, and communicate findings in a way that inspires action. You will bridge the gap between raw data and strategic decision-making, ensuring the voice of the customer is at the forefront of our strategy.

Essential Functions & Responsibilities:

Insight Generation & Analysis:

• Integrate and analyze large datasets from multiple sources, including customer surveys (NPS, CSAT), operational data, support case transcripts, and other feedback channels.
• Map and analyze customer journeys to identify moments of friction and opportunities for improvement.
• Utilize statistical analysis, AI/LLM, and Natural Language Processing (NLP) techniques to conduct trend, sentiment, and root cause analysis.
• Monitor customer feedback to identify emerging issues and create a comprehensive picture of experience drivers.

Data Storytelling & Visualization:

• Translate complex quantitative and qualitative data into clear, concise, and impactful narratives for technical and non-technical audiences, including executive leadership.
• Develop and maintain scalable dashboards and data visualizations using tools like Tableau to track key CX metrics and tell an ongoing story of the customer experience.
• Create and deliver engaging presentations, ad-hoc reports, and case studies that advocate for the customer and influence corrective actions and strategic initiatives.

Collaboration & Influence:

• Partner with cross-functional teams—including Product, Marketing, and Customer Support—to share insights, develop action plans, and measure the effectiveness of CX improvements.
• Proactively evangelize customer insights and a customer-centric mindset throughout the organization.
• Gather business requirements from stakeholders to ensure analytical and reporting efforts are aligned with key business objectives.

Qualifications:

• Bachelor’s degree in Marketing, Business Analytics, or a related field.
• 1-3 years of experience in data analytics, customer experience, or a related analytical role.
• Demonstrated experience in data-led storytelling and conveying complex insights to diverse, non-technical stakeholders.
• Proficiency in using SQL to work with large datasets.
• Strong experience with data visualization tools (e.g., Tableau).
• Experience working with Voice of the Customer (VoC) metrics (NPS, CSAT, etc.), surveys, and customer feedback.
• Experience with customer experience platforms (e.g., Qualtrics, QuestionPro, Medallia).
• Experience working with CRM data (e.g., Salesforce).

Competencies & Skills:

• Communication: Excellent verbal, written, and presentation skills with the ability to craft a compelling narrative.
• Customer Focus: A deep passion for understanding and advocating for the customer.
• Analytical Mindset: Strong problem-solving skills and the ability to see the big-picture goals of the organization within day-to-day data.
• Adaptability: A self-starter who is comfortable working with minimal supervision in a fast-paced environment.
• Teamwork: Proven ability to collaborate effectively with key stakeholders and multi-functional teams.
• Influence: Ability to advocate for customers and influence corrective actions through data and storytelling.