Senior Analyst

Job Description

Description

This role combines Voice of the Customer (VoC) analytics, survey management, customer research, issue identification, and reporting. The ideal candidate can analyze large datasets, identify trends, validate findings, and deliver recommendations that improve customer and business outcomes. Responsibilities:

• Monitor customer feedback platforms and survey data to identify trends, pain points, emerging issues, and changes in customer sentiment
• Analyze qualitative and quantitative data including customer comments, NPS, CSAT, behavioral metrics, and survey results
• Conduct root cause and thematic analysis to uncover customer experience opportunities and areas for improvement
• Validate findings through data review, customer journey analysis, and supporting metrics
• Perform ad hoc analyses and deep-dive investigations to support business and leadership requests
• Create executive-ready presentations, dashboards, reports, and customer insight summaries
• Translate complex customer feedback into actionable recommendations for business stakeholders
• Present findings to Product, Design, Research, Engineering, Analytics, and leadership teams
• Support survey design, implementation, testing, optimization, and ongoing program management
• Review survey logic, targeting, reporting structures, and data quality to ensure accurate results
• Document reporting processes, methodologies, and best practices to support consistency and scalability
• Identify website defects, usability issues, and customer experience challenges using feedback and data analysis
• Investigate reported issues, assess business impact, and collaborate with cross-functional teams on resolution efforts

Requirements

• Bachelor’s degree in Business, Marketing, Analytics, Statistics, Social Sciences, or related field
• 3+ years of experience in Customer Insights, Voice of the Customer, Market Research, UX Research, Digital Analytics, or a related analytical role
• Experience analyzing both quantitative and qualitative customer feedback data
• Experience with Medallia or similar Voice of the Customer/Experience Management platforms preferred
• Experience collaborating with Product, UX, Design, Engineering, and Analytics teams
• Strong knowledge of survey design, survey methodology, and customer experience metrics (NPS, CSAT, sentiment)
• Advanced Microsoft PowerPoint and Excel or Google Sheets skills
• Strong data analysis, problem-solving, project management, and communication skills
• Familiarity with Jira, Confluence, Tableau, Power BI, SQL, or similar tools preferred

Preferred Experience:

• eCommerce, digital product, travel, hospitality, or complex customer journey experience
• Experience supporting cross-functional initiatives within large organizations
• Ability to turn large volumes of customer feedback into actionable business recommendations

Key Competencies:

• Customer-focused mindset
• Strong analytical and critical thinking skills
• Data-driven decision making
• Executive-level communication and presentation skills
• Attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative and proactive approach to problem solving

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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