CX/UX Data Analyst-Customer Insights & Visualization Specialist

Overall Purpose: We are seeking a self-motivated and curious Data Analyst passionate about people, culture, technology, and innovation. Your role will be to enhance customer experiences by gathering, analyzing, and interpreting diverse data sets to identify causal relationships and customer pain points. You will provide valuable insights to our Digital UX and CX teams and help develop compelling data narratives through reports, charts, and visual aids.

Key Responsibilities:

• Utilize data analytics tools like Adobe Analytics and other industry-standard platforms to understand data collection methods and optimize data usage for team objectives.
• Monitor and analyze product performance metrics to maintain an up-to-date view of customer experience (CX) and identify friction points.
• Leverage metrics to assess CX health, identify areas for improvement, and implement data-driven insights for the CX team and business stakeholders.
• Use data visualization tools such as Tableau, Power BI, or Quantum Metrics to track, measure, and report on progress toward CX key performance indicators (KPIs).
• Analyze Voice of the Customer (VOC) metrics using customer engagement tools like Verint and Qualtrics.
• Collaborate with CX researchers, designers, content writers, and strategists to ensure data aligns with team objectives and contributes to a cohesive narrative.
• Manage multiple projects simultaneously while adhering to tight deadlines.
• Understand business objectives and balance them with customer-centric needs.
• Interpret complex data sets and communicate insights in an accessible manner for non-data experts.

Required Qualifications:

• Preferred bachelor's degree or equivalent in data analytics, statistics, or economics.
• 2 years of experience in data analysis or a related field, focusing on business, information technology, and data mining.
• Strong analytical skills to identify consumer pain points from data.
• Proficiency in industry-standard analytics and data visualization tools.
• Excellent communication, project management, and organizational skills, with the ability to convey compelling data stories and trends to stakeholders.
• Empathetic and enthusiastic about data analysis, with a collaborative spirit to understand consumer needs and create impactful narratives.