We are seeking a curious, analytical, and customer-centered Analyst to join our Enterprise Customer Care Customer Experience & Insights team. This role is ideal for someone who enjoys combining customer research, data analysis, and storytelling to uncover what customers need, identify experience challenges, and help the organization make better customer-centered decisions.
In this role, you will work closely with Enterprise Customer Care leaders and cross-functional business partners to understand customer needs, analyze Voice of Customer and operational data, identify experience opportunities, and translate findings into clear recommendations that support business decisions and measurable improvements.
You will work within our modern data and insights environment, including Snowflake, Sigma, Power BI, SQL Server Management Studio (SSMS), SQL, Excel, customer feedback platforms, AI tools, to understand how data flows through the organization and to connect customer perspectives with operational and behavioral data.
The focus is on transforming customer feedback, behavioral data, and operational metrics into actionable insights; supporting Voice of Customer and customer research programs; defining meaningful experience measures; and helping partners improve the end-to-end customer journey.
What You'll Do
- Analyze customer and operational trends, patterns, and key drivers to identify meaningful insights, emerging experience issues, and opportunities to improve the end-to-end customer journey and business performance.
- Translate quantitative and qualitative findings into clear, actionable insights and recommendations, helping business leaders understand what customers are experiencing, why it is happening, and where focused action may have the greatest impact.
- Partner with Enterprise Customer Care leaders and cross-functional stakeholders to gather, clarify, and document reporting, analytics, and data requirements.
- Develop a strong understanding of Customer Care operations and the metrics and KPIs used to measure customer experience, service levels, productivity, quality, and overall operational performance.
- Support recurring daily, weekly, monthly, seasonal, and ad-hoc reporting and analytics needs across Enterprise Customer Care.
- Define and document business metrics, data definitions, and reporting logic to promote consistency across reporting and analytics.
- Translate business requirements into clear, structured documentation, including data requirements, business rules, transformation logic, mapping specifications, and reporting requirements.
- Validate delivered data solutions and reporting products to ensure they meet documented business requirements and produce expected results.
- Identify data gaps, inconsistencies, anomalies, and data quality issues and work with appropriate partners to determine root causes and solutions.
- Develop and maintain insight reports, dashboards, presentations, and data visualizations that enable stakeholders to quickly understand customer experience performance and make informed decisions.
- Support the continued evolution of reporting from manual and legacy processes toward scalable, automated, and self-service analytics solutions.
- Continually evaluate existing reporting and analytical processes to identify opportunities to improve accuracy, efficiency, scalability, and business value.
- Monitor customer experience KPIs and assess the impact of process, policy, product, and service changes.
- Translate customer insights into prioritized recommendations, experience improvements, and measurable action plans.
- Design and analyze customer experience surveys, including questionnaire development, sampling, response analysis, segmentation, and trend reporting.
- Conduct qualitative analysis of customer comments, call notes, case narratives, reviews, or transcripts using structured coding and thematic analysis.
- Combine customer feedback, operational metrics, behavioral data, and business performance data to create a holistic view of the customer experience.
- Identify customer needs, pain points, friction points, and emerging themes across customer journeys and interaction channels.
- Analyze customer feedback from surveys, contact-center interactions, complaints, reviews, social channels, and other Voice of Customer sources.