Analyst, Customer Experience & Insights

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.

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 1–3 years of experience working with data, reporting, analytics, databases, or related functions.
• Strong proficiency in Excel, Snowflake, and Sigma with experience working with large datasets.
• Strong SQL skills and experience querying, analyzing, and validating data within Snowflake or a comparable cloud data warehouse.
• Working knowledge of SQL also with SQL Server Management Studio (SSMS) preferably with Microsoft Dataverse.
• Experience with one or more analytical or programming tools such as Python, R, VBA, or similar technologies is preferred.
• Strong analytical and problem-solving skills with the ability to work with complex datasets and translate findings into meaningful business insights.
• Solid understanding of data modeling concepts, including fact and dimension tables.
• Experience defining and documenting business metrics, business rules, and data definitions.
• Strong attention to detail with an emphasis on data accuracy, validation, and consistency.
• Ability to communicate complex data concepts clearly to both technical and non-technical audiences.
• Ability to manage multiple priorities and deliverables in a fast-paced, cross-functional environment.
• Willingness to learn new technologies, data sources, business processes, and Customer Care operations.
• Strong written and verbal storytelling skills, with the ability to make insights clear and persuasive for executive and non-technical audiences.
• Experience identifying themes and patterns in unstructured data such as customer comments, call notes, case narratives, reviews, or transcripts.
• Ability to combine quantitative analysis with qualitative interpretation to explain not only what customers are experiencing, but why.
• Experience with text analytics, sentiment analysis, natural-language processing, speech analytics, or AI-assisted insight tools.

Preferred Qualifications

• Experience working with Customer Care metrics such as service level, response time, handle time, customer satisfaction, quality, productivity, contact volume, and related operational KPIs.
• Experience with data documentation.
• Familiarity with data quality methodologies and root-cause analysis.
• Advanced proficiency with Excel, Snowflake, and Sigma with experience working with large datasets.
• Experience supporting the transition from legacy or manually maintained reporting to modern self-service analytics solutions.
• Knowledge of sampling, confidence intervals, significance testing, correlation, regression, or other applied research concepts.
• Familiarity with survey or feedback platforms such as Qualtrics, Medallia, SurveyMonkey, or similar tools.
• Experience analyzing customer feedback, Voice of Customer data, survey results, customer contact data, or other customer experience information.

What Success Looks Like

Success in this role means becoming a trusted analytical partner to Enterprise Customer Care and the teams that support it. You will develop a strong understanding of both the business and its underlying data, ensure that reporting and metrics are accurate and consistently defined, and help stakeholders move from asking “What happened?” to understanding “Why did it happen, and what should we do next?”

You will also play an important role in modernizing how Customer Care uses data — helping move the organization toward more scalable, governed, and actionable reporting and analytics.

Why Join Us

• Join a team focused on using data to improve both the customer experience and operational performance.
• Work within a modern analytics ecosystem that includes Snowflake, Sigma, and Power BI.
• Partner directly with business leaders, analysts, data engineers, and other teams across the Enterprise.
• Gain exposure to both analytics and the technical foundations that enable modern reporting.
• Help shape how Enterprise Customer Care defines, measures, and uses its most important performance indicators.
• Have meaningful visibility and impact on how data is used to make business decisions across the organization.

Compensation & Benefits

The expected salary range for this position is $60,000 to $70,000 annually, which will be determined based on experience, skills, internal equity, and other factors permitted by law.

To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.

Benefits may include*:

• Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) retirement savings program
• Mental health resources and Employee Assistance Program (EAP)
• Paid vacation time (accrued based on hours worked and tenure)
• Paid company holidays
• Employee discount across our family of brands
• Potential eligibility for annual merit-based compensation increases, where applicable

*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.