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Customer Experience Insights Analyst
About Us
Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 97-year legacy in event management as well as new technologies to deliver moments that matter.
Summary
The Customer Experience Insights Analyst provides analytical support and actionable business insights relative to the customer experience throughout the Freeman enterprise. This individual is analytical, curious, and able to identify and tell relevant stories drawn from data. This role derives insights from both structured (survey, customer, operational, financial) and unstructured (open-ended, speech/text, social) data, and supports ad hoc analysis as needed.
The Customer Experience Insights Analyst also provides data visualization support to collect, cleanse, and build dependable dashboards and reporting using tools, such as Power BI, Advanced Excel (Power Pivots, Power Query), Qualtrics, etc., for stakeholders and/or consumers.
This position will support our Technology Services team. It is eligible to work a hybrid schedule, generally requiring work in-office 2-3 days per week. The ideal candidate will be based out of any of the following locations:
- Dallas, TX
- Las Vegas, NV
- Atlanta, GA
Essential Duties & Responsibilities
Data analysis and interpretation:
- Trusted data interpreter, data modeler and creator of insightful analysis and data visualizations.
- Transform data and visualizations into meaningful insights which can be used to assist in decision making.
- Analyze and interpret results to derive customer insights, deep dive to identify impacts on operational and/or performance trends.
- Analyze survey results and operational data drawn across sources to identify customer pain points and opportunities to improve / grow.
- Use customer insights to define and prioritize experience requirements and recommend areas for improvement.
- Share results and insights professionally, and in a timely manner.
- Align customer experience data with other data from internal sources and appropriate secondary sources.
Data visualization:
- Works with business leaders and stakeholders to understand data and analysis needs and develop technical requirements.
- Designs, develops and deploys automated reports and dashboards using Power BI and Advanced Excel (Power Pivots, Power Query), to support business decision-making.
- Analyzes large, complex data to determine actionable business insights using self-service analytics and reporting tools.
- Combines disparate data from multiple sources as needed to complete the build and/or analysis.
- Identifies and implements automation opportunities within existing reporting and data workflows, significantly reducing manual effort and improving accuracy.
- Acts as a Power BI / data visualization SME, supporting governance, best practices and internal adoption across departments.
- Partners with Data Engineering team / IT / MDM to ensure smooth data flow, data accuracy, source connectivity, and backend support for reporting infrastructure.
Collaborator:
- Represent Customer Data & Insights on various forums professionally.
- Connects to other data and analytical teams; stay informed of relevant research and analysis done by peers across the broader company that can be leveraged by the customer experience insights team.
Additional duties:
- Maintains accurate project lists and provides transparent reporting to leadership on productivity, highlights blockers which impact deliverables.
- Performs other duties as assigned.
Education & Experience
- Bachelor’s degree in an analytical field like Math, Statistics, Economics, Finance or Business required.
- 2+ years of relevant experience in marketing research, customer insights, financial analysis, data science or related field, preferably working with large datasets, business analysis and data visualization.
Travel Requirements
Travel up to 25%
What We Offer
Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.
- Medical, Dental, Vision Insurance
- Tuition Reimbursement
- Paid Parental Leave
- Life, Accident and Disability
- Retirement with Company Match
- Paid Time Off
Diversity Commitment
At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristics protected by federal, state or local laws.
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