Customer Experience Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the daily execution and evaluation of customer experience listening initiatives throughout client and candidate journeys.

• Take ownership of ongoing customer experience reporting cycles, which include data preparation, quality assurance, summaries, and materials for CX leadership.

• Examine survey results, trends, segments, and open-text feedback utilizing statistical methods, coding frameworks, taxonomies, and validation rules.

• Develop PowerPoint charts, tables, and summaries that illustrate patterns, changes, and areas requiring further investigation.

• Employ text analytics and AI tools for theme identification and summarization, ensuring outputs are validated against source data and coding standards.

• Assist in report automation, dashboard upkeep, data-feed validation, and enhancements for repeatable analysis and reporting.

• Manage existing customer experience survey programs, including programming, distributions, contact lists, suppression rules, workflows, and maintenance tasks.

• Test survey links, logic, data capture, and workflow modifications prior to launch and following significant updates.

• Lead the development, configuration, testing, monitoring, and analysis of digital intercepts in collaboration with internal teams and external vendors.

• Collaborate with vendors and internal partners on troubleshooting, testing, and program enhancements while maintaining program documentation.

• Integrate feedback, interaction, behavioral, and operational data for customer experience inquiries.

• Facilitate focus groups and individual interviews by managing scheduling, note-taking, organization, and thematic synthesis.

• Perform customer experience analyses and investigations to address business inquiries and support decision-making processes.

• Monitor dashboards and both structured and unstructured data sources for significant changes, emerging themes, and customer friction points.

• Review reporting alerts and threshold modifications, validate signals, document findings, and communicate results with the appropriate team.

• Collaborate with Customer Experience, Design, Digital, Technology, Data, and other teams on research and measurement projects.

⛳️ Requirements

• Bachelor's degree in business, marketing, research, analytics, social sciences, or a related field, or equivalent professional experience.

• 5+ years of experience in customer experience, customer insights, survey research, market research, analytics, or related fields.

• Strong analytical judgment, expertise in quantitative and qualitative analysis, data quality, research fundamentals, problem-solving skills, process improvement, and management of recurring workflows.

• Excellent written and verbal communication skills, ability to collaborate across business, technical, and vendor teams, along with strong follow-through, curiosity, and attention to detail.

• Advanced proficiency in Microsoft Excel and PowerPoint.

• Intermediate experience with Qualtrics or a similar enterprise survey platform.

• Knowledge of visualization tools and statistical analysis techniques, including frequencies, cross-tabulations, trend analysis, and related methodologies.

• Familiarity with text analytics and AI-assisted analysis.

• Successful completion of a background check is required for employment.

🏝️ Benefits

• Group health insurance benefits (medical, vision, dental).

• FSA and HSA healthcare accounts.

• Life and accident insurance.

• Adoption and fertility assistance.

• Paid parental leave of up to 6 weeks.

• Short and long-term disability coverage.

• Paid time off for vacation, personal needs, and sick leave.

• Up to 17 days of Choice Time Off (CTO) per calendar year for new hires, pro-rated based on hours worked and varying by years of service.

• Up to 11 paid holidays annually.

• 401(k) savings and investment plan or deferred compensation plan (if eligible).

• Employer match of 100% on the first 3% of contributions for eligible employees.

• Discretionary annual bonus.

• Reasonable accommodation assistance for applicants with disabilities.