CX Data & Intelligence Analyst

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

📋 Description

• Act as a subject matter expert in customer experience (CX) measurement, analytics, reporting, and insight generation.

• Ensure the precision, integrity, and governance of customer feedback, surveys, CRM, operational, and business data.

• Create integrated perspectives of the customer experience by utilizing various data sources and models.

• Design, develop, and sustain dashboards, scorecards, and reporting solutions.

• Establish analytical frameworks that connect customer perceptions with operational performance and business outcomes.

• Identify trends, drivers, risks, and opportunities to guide strategic decision-making.

• Serve as the organization's authority on Qualtrics reporting, dashboarding, and CX analytics solutions.

• Oversee website feedback initiatives, including the ACX quarterly web pop-up survey and ad hoc intercept surveys.

• Collaborate with Digital Channel and IT to ensure the integration of Qualtrics surveys with Agilent systems and web setup.

• Provide technical leadership in merging ACX data with CRM and operational data.

• Act as the primary technical liaison with IT, ACOE, GBS, Digital Channel, Qualtrics, Walker, and other survey platform providers.

• Convert complex business inquiries into analytical strategies and actionable recommendations.

• Support strategic planning and decision-making through customer intelligence, reporting, and data-driven suggestions.

• Advise and educate stakeholders on Qualtrics, CX metrics, reporting standards, best practices, and guidance.

⛳️ Requirements

• Bachelor's degree in Business, Analytics, Data Science, Statistics, Customer Experience, Marketing, or a related field, or equivalent professional experience.

• Over 5 years of experience in customer insights, business intelligence, analytics, customer experience, or related fields.

• Proficiency in survey-based research programs, sampling methodologies, data quality control/bias, predictive modeling, segmentation/clustering, multivariate analytics, and unstructured data processing.

• Experience with Qualtrics programs, reporting, and dashboards.

• Strong analytical and problem-solving capabilities.

• Familiarity with survey, CRM, ERP, operational, and business datasets.

• Excellent communication, presentation, and stakeholder management skills.

• Working knowledge of Customer Experience, Voice of Customer (VoC), customer feedback initiatives, and customer insight methodologies.

• Preferred: Qualtrics XM Certification.

• Preferred: Experience with enterprise analytics and visualization tools such as Power BI, Tableau, Qlik, Spotfire, or similar platforms.

• Preferred: Experience with SQL, Python, or other analytical tools.

• Preferred: Experience in customer journey analytics, predictive analytics, text analytics, or advanced reporting methodologies.

• Preferred: Knowledge of NPS, CSAT, customer satisfaction measurement, and Voice of Customer programs.

• Preferred: Proven ability to influence decisions through insights and data storytelling.

🏝️ Benefits

• Bonus eligibility.

• Stock eligibility.

• Comprehensive benefits package.

• Flexibility to work remotely.

• Occasional travel opportunities.

• Day shift schedule.