Customer Experience Data & Insights Analyst

Let's introduce ourselves

The Customer Experience (CX) Data & Insights Analyst plays a critical role in transforming customer feedback, operational data, and competitive benchmarks into clear, actionable insight that drives measurable business improvement. Supporting the Manager – CX Data & Insights, this role ensures that the true Voice of the Customer is accurately captured, analyzed, and translated into structured performance narratives that make customer reality visible and undeniable across the organization. Through attentive data governance, analytical acumen, and cross-functional collaboration, the position strengthens decision-making, supports performance accountability, and ensures that CX strategy is grounded in objective, data-backed truth.

This role is located in Mahwah, NJ.

What you'll do

• Analyze and synthesize Voice of Customer data (J.D. Power, OSAT, NPS, survey verbatims, operational data, Care) in close collaboration with the commercial digital teams to identify performance drivers and root causes.
• Support the development and maintenance of CX dashboards, scorecards, and performance reporting tools.
• Translate complex data into clear executive-ready insights that connect CX performance to commercial and financial outcomes.
• Ensure data accuracy, consistency, and governance across CX reporting platforms.
• Proactively identify emerging trends, risks, and opportunity areas across regions and retailers.
• Partner with CX Governance and Programs teams to provide insight-based recommendations for targeted improvement initiatives.
• Support competitive benchmarking and cross-industry analysis to elevate performance standards.
• Prepare structured performance narratives for senior leadership.
• Collaborate with regional CX leads to validate findings and ensure alignment between data insights and field reality.
• Contribute to continuous improvement of CX measurement frameworks and KPI architecture (Close-The-Loop, Action Plans, etc.)
• Collaborate with Commercial Digital teams on data streams and validation (survey deliveries, etc.)
• Strengthen the organization’s ability to move to data-backed action.

What you'll bring

• 3–5 years of experience in data analytics, customer experience analytics, business intelligence, or performance management.
• Strong analytical skills with ability to interpret quantitative and qualitative data.
• Experience working with survey platforms and performance measurement systems.
• Advanced Excel and PowerPoint skills; familiarity with BI tools (e.g., Tableau, Power BI) a plus.
• Ability to connect data insights to business strategy and financial implications.
• Strong attention to detail and data governance discipline.
• Clear, structured communication skills with executive presentation capability.
• Comfort working in a cross-functional, matrix organization.

You might also have:

• Experience with J.D. Power, Medallia, or other Voice of Customer platforms.
• Automotive or premium retail experience.
• Exposure to KPI architecture design or bonus performance linkage.
• Experience in competitive benchmarking or consulting-style analysis.

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Compensation is determined based on experience, qualifications, internal equity, location and company guidelines