SQL Analyst-CX Data

Job Description

Job Description

Johnson Service Group (JSG) is seeking a Customer Experience Analyst in Orange County, CA.
Hybrid Work Schedule - Monday-Thursday - In-Office / Friday- remote
Work hours- 8:00am- 5:00pm

POSITION DETAILS
General Summary
Supports the development of a real-time understanding of customer experience performance across the business. This role focuses on analyzing customer signals, maintaining reporting, and contributing to actionable insights that help identify experience gaps, improve journeys, and enhance overall customer satisfaction.
Working closely with the Manager and cross-functional teams, this role plays a key part in monitoring trends, supporting research efforts, and enabling customer-driven decision making through data and insights.
ESSENTIAL JOB FUNCTIONS
Customer Performance & Reporting (30%)

• Analyze CX performance data across key journeys, touchpoints, and channels
• Support the development and maintenance of dashboards, scorecards, and reporting
• Monitor trends in customer feedback, complaints, and satisfaction metrics
• Identify emerging patterns and surface insights to support issue identification and resolution

Customer Research & Insights (25%)

• Support qualitative and quantitative research initiatives, including surveys, listening programs, and ad hoc studies
• Analyze research outputs to identify themes, pain points, and opportunity areas
• Partner with internal teams and vendors to support targeted listening and data validation
• Contribute to root cause analysis and insight generation to inform business initiatives

Signal & Feedback Analysis (20%)

• Aggregate and analyze multiple customer signals, including call center feedback, complaints, digital behavior, and verbatims
• Support analysis of digital experience data (e.g., web/app behavior, friction points)
• Identify trends across stated and unstated feedback sources
• Assist in translating insights into clear, actionable findings

CX Monitoring & Issue Detection (15%)

• Support proactive monitoring of CX performance to identify potential issues early
• Assist in tracking and documenting customer feedback through closed-loop processes
• Maintain visibility into key CX metrics and emerging risks
• Contribute to continuous improvement of CX measurement frameworks

Cross-Functional Collaboration (10%)

• Partner with CX Strategy, Digital Product, Operations, Servicing, and other stakeholders
• Support preparation of executive-ready insights and presentations
• Contribute to cross-functional initiatives focused on improving customer experience

JOB REQUIREMENTS
Work Experience

• 2–4 years of experience in analytics, customer insights, research, or CX-related roles
• Experience working with data, dashboards, and reporting tools
• Exposure to customer experience, financial services, or digital product environments preferred

Education, Certification, Training

• Bachelor’s degree in business, analytics, or related field required

Knowledge, Skills, Abilities

• Strong analytical and problem-solving skills
• Ability to synthesize data into clear insights and recommendations
• Proficiency in Excel and PowerPoint; experience with data visualization tools (e.g., Tableau) a plus
• Strong communication skills with ability to create clear, concise presentations
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment
• Strong collaboration skills and ability to work across cross-functional teams

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

\nCompany Description

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 40 years of experience investing in people and companies. We offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

Company Description

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 40 years of experience investing in people and companies. We offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.\r\n\r\nJohnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.