Customer Experience Analyst

Responsibilities Map and optimize end-to-end customer journeys, identifying key touchpoints, pain points, and opportunities for improvement. Design and manage Voice of Customer (VoC) programs (surveys, interviews, and feedback loops) to capture actionable customer insights. Partner with internal stakeholders to curate agendas, presenters, and discussion leaders for executive briefings. Design tailored customer experiences and briefing content for executive briefing center engagements. Conduct monthly cross‑functional meetings driving recommendations, capturing notes and action items and driving timely follow‑up. Define and track key performance indicators (KPIs) to measure the impact of CX initiatives and recommendations. Monitor competitor activity and industry trends to inform CX opportunities and best practices. Solve complex, ambiguous problems with sound judgment—selecting practical, creative solutions and working independently. Lead moderate‑to‑high complexity projects, deliver clear executive‑ready readouts, and support operational and strategic planning. Requirements Bachelor’s degree (or higher) in Marketing, Business Administration, or a related field (or equivalent practical experience). 4–7 years of relevant experience in customer experience, marketing insights, product/service management, project/program management, sales/channel, or related roles (or an advanced degree with 3–5 years of experience). AI, Vibe Coding and data tools (e.g., Databricks; Microsoft Copilot; OpenAI). Translating insights into actionable recommendations and strategies. Customer Listening Tools (Qualtrics, Medallia, Sprinklr). Storytelling and visualization of data analysis from multiple sources. Journey Mapping. Power BI (or similar data visualization tools). Programming/data querying: Python, R, and SQL. #J-18808-Ljbffr