CX Data & Intelligence Analyst

Job Description

Position Summary

The CX Intelligence Analyst transforms customer feedback, operational data, and business information into actionable insights that improve customer experience and support business decision-making. This role assists in CX measurement, reporting, dashboarding, and analytics activities, ensuring stakeholders have access to accurate, meaningful, and timely customer intelligence.

The successful candidate combines analytical expertise, business acumen, and customer experience knowledge to identify trends, uncover opportunities, and deliver insights that drive customer-centric action across the organization. This individual will assist in collection, access and analysis of CX related programs such as ACX, Experience Champions, etc.. This individual will serve as a trusted partner to stakeholders by connecting customer perceptions, operational performance, and business outcomes.

Key Responsibilities

Customer Experience Intelligence & Analytics

• Serve as a subject matter expert for CX measurement, analytics, reporting, and insight generation.
• Ensure the accuracy, integrity, and governance of customer feedback, survey, CRM, operational, and business data while developing integrated views of the customer experience across multiple data sources and models.
• Design, develop, and maintain dashboards, scorecards, and reporting solutions that enable descriptive, diagnostic and predictive insights.
• Develop analytical frameworks that connect customer perceptions, operational performance, and business outcomes, identifying trends, drivers, risks, and opportunities that inform strategic decision-making.
• Serve as the organization's expert for Qualtrics reporting, dashboarding, and CX analytics solutions.
• Manage all website feedback projects including ACX quarterly web pop-up survey and any other ad hoc intercept survey.
• Be the primary contact with Digital Channel and IT to ensure all Qualtrics surveys are set up properly and works with current Agilent systems and web setup.
• Provide technical leadership for integrating ACX data with CRM data, and operational data. Act as the primary contact for all technical discussion with IT, ACOE, GBS, Digital Channel, Qualtrics, Walker, and any other survey platform provider.
• Translate complex business questions into analytical approaches and execute actionable recommendations
• Support strategic planning and decision-making through customer intelligence, reporting, and data-driven recommendations.
• Consult and Educate on Qualtrics, CX metrics, reporting standards, best practices and guidance.

Qualifications

Minimum Requirements

• Bachelor's degree in Business, Analytics, Data Science, Statistics, Customer Experience, Marketing, or a related field, or equivalent professional experience.
• 5+ years of experience in customer insights, business intelligence, analytics, customer experience, or related disciplines.
• Expertise in designing and interpreting survey-based research programs, sampling methodologies, data QC/bias, predictive modeling, segmentation/clustering, multivariate analytics, and unstructured data processing.
• Evidence of experience utilizing Qualtrics programs, reporting, and dashboards.
• Strong analytical and problem-solving skills with the ability to translate complex business challenges into actionable recommendations.
• Experience working with survey, CRM, ERP, operational, and business datasets.
• Strong communication, presentation, and stakeholder management skills.
• Working knowledge of Customer Experience, Voice of Customer (VoC), customer feedback programs, and customer insight methodologies.

Preferred Qualifications

• Qualtrics XM Certification.
• Experience with enterprise analytics and visualization tools such as Power BI, Tableau, Qlik, Spotfire, or similar platforms.
• Experience with SQL, Python, or other analytical tools.
• Experience with customer journey analytics, predictive analytics, text analytics, or advanced reporting methodologies.
• Knowledge of NPS, CSAT, customer satisfaction measurement, and Voice of Customer programs.
• Demonstrated ability to influence decisions through insights and data storytelling.

Additional Details

Travel Required:

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