Lead Specialist, Business Analytics

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

📋 Description

• Utilize CX best practices and data analysis to deliver actionable insights from both structured and unstructured customer feedback.

• Establish use cases for new data models or views that enable teams to make informed decisions.

• Detect gaps and opportunities for growth in data collection throughout the entire customer journey.

• Discover new sources of customer feedback for comprehensive CX analysis.

• Employ AI and automation to enhance engagement with closed feedback loop activities.

• Examine customer experience data across different products, business units, and regions to uncover trends, patterns, and opportunities.

• Generate actionable insights and reporting outputs that support business-defined use cases and data-driven decision-making.

• Create and deliver analysis-based reports customized to meet stakeholder requirements.

• Design, develop, and maintain self-service dashboards for business teams.

• Conduct statistical analysis for customer segmentation, in-depth audience analysis, and advanced analytical needs.

• Create and sustain topic models that support business use cases and provide visibility into the entire customer journey.

⛳️ Requirements

• Proficiency in Customer Experience measurement principles and techniques, including NPS and/or CSAT metrics.

• Familiarity with reporting, analysis, and data visualization tools such as Tableau, Google Data Studio, and Excel.

• Capability to facilitate discussions, communicate effectively, manage time well, and build robust stakeholder relationships.

• Strong problem-solving and critical-thinking abilities, with the skill to analyze complex information.

• Capacity to comprehend organizational priorities and link analytical work to business outcomes.

• Experience in supporting data, reporting, business intelligence, or data warehouse initiatives.

• BA or BS degree in Business, Communications, Information Systems, Data Science, Math, or equivalent experience.

• Background as a CX Analyst, Business Analyst, or in a related role.

• Proven ability to manage multiple priorities and meet deadlines effectively.

• Preferred: Experience with Qualtrics or similar survey tools.

• Preferred: Knowledge of Jira and Confluence.

• Preferred: Experience utilizing AI to capture and/or analyze customer behavior or feedback.

• Preferred: Understanding of web marketing, including SEO, AdWords, social media tagging, and UTM parameters.

• Preferred: Proficiency in JSON, XML, and CSV data formats.

🏝️ Benefits

• Annual incentive program.

• Benefits provided by Pearson (specific benefits linked as “here”; details not available in the posting).