Customer Experience Analyst

6 month contract with potential for extension Overview We are looking for a skilled Senior Customer Experience Analyst to join the Voice of the Customer team at our Fortune 50 retail client. The ideal candidate will have 3-5+ years of experience in data analysis with a strong understanding of SQL and Qualtrics . This role will play a critical part in turning customer feedback data into actionable insights to drive decision‑making for the customer experience and online organization. Responsibilities Conduct competitive analysis and benchmarking to identify best practices in customer experience and ensure this retailer remains a leader in serving customers. Support ongoing enhancements to the Voice of the Customer program by creating and refining analytic models, scorecards, and dashboards. Lead or support projects focused on process improvements, rooted in customer feedback and data analysis, to drive meaningful change within the business. Present findings and recommendations to key stakeholders, confidently advocating for the customer perspective and encouraging informed decision‑making. Manage customer satisfaction KPIs, such as LTUA scores, and produce regular reports for internal stakeholders that highlight actionable insights. Collaborate cross‑functionally, balancing competing priorities and developing effective solutions to enhance the customer journey. Gather requirements from business stakeholders for new surveys, configure and deploy surveys on the Qualtrics platform, ensuring solutions meet business objectives and deliver actionable results. Requirements Bachelor’s degree or higher in Business, Marketing, Data Analytics, or a related field (or equivalent work experience). Minimum 3-5 years of professional experience in analytics, business intelligence, or customer experience, preferably in a retail setting. Proficient with the Qualtrics application, including survey building, customization, and reporting. Advanced Excel and PowerPoint skills; proficiency with analytic platforms such as SQL. GBQ experience is strongly preferred. Strong communication and storytelling abilities—able to translate complex data into clear, actionable insights for stakeholders. #J-18808-Ljbffr Calculated Hire