OVERVIEW

Position Summary:
We are seeking a dynamic and detail-oriented Customer Experience (CX) Analyst to join our team. This role will be critical in supporting the execution, analysis, and sharing of Customer (B2C) and Agent (B2B) Voice of the Customer insights, as well as ad hoc market research, to drive continuous improvements that enhance customer experience across the customer journey.
As a CX Analyst, you will act as a shared resource, working independently and collaborating closely with cross-functional teams such as Experience, Product, Technology, Marketing, and Sales. You will be responsible for providing actionable insights through data analysis, identifying pain points, synthesizing data, and delivering recommendations to drive business decisions. The role will also involve coaching and sharing best practices with other analysts and decision-makers.
The ideal candidate for this role is a curious, efficient, self-directed data storyteller with a passion for using customer feedback and data to inform decision-making. You can uncover hidden trends and root causes within large quantitative and qualitative datasets and visualize them to create logical, compelling narratives and recommendations that inspire change. You are passionate about understanding consumer behavior, uncovering patterns across disparate data sources, and rapidly delivering strategic insights.

EDUCATION:

• Bachelor’s degree in economics, math, statistics, finance, data science, psychology, or similar.
• Master’s degree preferred.
• Certification in customer experience or market research discipline preferred (e.g., CCXP).

EXPERIENCE:

• Minimum: 3+ years of experience in CX insights, customer insights, business intelligence, market research, data analytics, or similar. Must include the end-to-end design and execution of quantitative analysis, including communicating results to non-technical stakeholders, ideally in a business context.
• Experience with property and casualty insurance and/or CX roles preferred including Voice of the Customer (VoC) program management, consulting, or market research experience.
• Experience working with Customer Feedback Management platforms such as Forsta, Qualtrics, Medallia, or InMoment to collect and analyze feedback is also preferred.

KNOWLEDGE AND SKILLS:

• Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.
• Demonstrated excellent analytical and problem-solving skills.
• Experience applying data analytics to solve business challenges.
• Proven history of taking initiative and driving projects to completion.
• Ability to work independently and as part of a team.
• Proficiency with statistical software (Python, R, Stata, SAS, SPSS, or similar).
• SQL proficiency is preferred.
• Proficiency with data visualization tools such as PowerBI or Tableau is a plus.

Essential Job Functions:

Under limited supervision:

• Analysis Design: Collaborate with stakeholders to understand their business needs and develop plans for data analysis that will inform their decision making. Help stakeholders use customer feedback data to identify and prioritize opportunities to improve CX, track experience changes over time, proactively identify potential issues or arising needs, coach customer-facing team members, and celebrate CX wins.
• Analysis Execution: Analyze quantitative data across feedback metrics, operational metrics, financial metrics, and other sources to uncover actionable insights to improve CX. Perform analyses such as key drivers analysis, root cause analysis, correlation, and regression to measure the impact of customer satisfaction on business performance.
• Data Storytelling: Clearly communicate analysis results with stakeholders through compelling presentations, data visualizations, and reports that provide actionable, data-driven insights and recommendations tied to their business needs. Develop reports and PowerBI dashboards to help stakeholders track ongoing trends in their CX metrics and reveal opportunities to enhance customer experience.
• Data Wrangling: Extract, join, clean, and prepare data for analysis and for use in survey contact lists. Ensure data availability, accuracy, and usability.
• Drive Efficiency: Uncover opportunities to automate the data preparation and analysis process. Carry out task automation and share processes and tips with others in the organization.
• Coaching: Coach other team members and decision-makers on survey data analysis processes and best practices. Serve as a resource on statistical concepts, pros and cons of different approaches, using statistical software, analysis tips and tricks, etc.
• Perform other market research, ad-hoc analyses, and data-related tasks as needed.