Job Description
Team: Analyst
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Experience Analyst in United States.
This role sits at the core of customer intelligence and experience strategy, transforming large-scale customer feedback into actionable insights that drive retention, growth, and product improvement. You will work across Voice of the Customer programs, advanced analytics, and cross-functional teams to connect customer sentiment with business outcomes. The position combines strategic thinking with hands-on data analysis, requiring strong fluency in customer experience metrics, statistical methods, and modern analytics tools. You will play a key role in shaping how customer feedback is collected, interpreted, and operationalized across the organization. Working in a highly collaborative and data-driven environment, you will partner with teams across Customer Success, Product, Sales, and Operations. This is a high-impact role for someone who enjoys solving complex problems and turning fragmented data into clear, business-driving narratives.
Accountabilities:
- Operate and enhance Voice of the Customer programs (NPS, CSAT, CES, surveys, and pulse studies), ensuring consistent and scalable feedback collection across customer touchpoints.
- Design, optimize, and maintain survey methodologies, sampling approaches, and workflows using Qualtrics and related tools.
- Analyze large, multi-source datasets to identify trends, drivers of customer sentiment, and opportunities to improve retention and growth.
- Perform advanced statistical analysis (correlation, regression, cohort, and driver analysis) to connect customer experience metrics with financial and operational outcomes.
- Develop dashboards, scorecards, and reporting tools that enable actionable insights across Customer Success, Product, Sales, and Support teams.
- Manage and improve data integrations across systems such as Qualtrics, Salesforce, and Gainsight to ensure accurate and scalable data flow.
- Partner with cross-functional teams to operationalize insights and continuously improve the Voice of the Customer strategy.
- Bachelor’s degree in Analytics, Statistics, Business, Economics, Data Science, Information Systems, or a related field (or equivalent experience).
- 3–5 years of experience in Customer Experience, Voice of the Customer, customer insights, or data analytics roles.
- Strong analytical and statistical skills with experience interpreting complex and large datasets.
- Hands-on experience with Qualtrics, including survey design, dashboards, and workflows (advanced expertise preferred).
- Experience working with CRM and analytics platforms such as Salesforce and Gainsight is highly desirable.
- Familiarity with BI tools and data manipulation using SQL, Excel, Python, or R is a plus.
- Strong communication skills with the ability to translate complex data into clear, business-friendly insights.
- Ability to thrive in a fast-paced, execution-oriented environment with strong attention to detail.
- Competitive annual salary estimated between $100,000 and $120,000 USD, with potential performance-based bonus.
- Employee Stock Purchase Program (ESPP) with discounted stock options and equity opportunities for eligible roles.
- Comprehensive health benefits including medical, dental, and vision coverage.
- Retirement savings plan with employer contributions and 401(k) matching.
- Paid time off, sick leave, and flexible work arrangements.
- Tuition reimbursement and professional development support.
- Additional benefits such as life insurance, disability coverage, and commuter subsidies (where applicable).
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Date Posted
04/20/2026
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