customer experience analyst

FMCG

<p><b>Key Responsibilities:</b></p><ul><li>Analyze customer feedback from surveys, complaints, and service interactions.</li><li>Monitor customer satisfaction metrics such as <b>CSAT, NPS, and Customer Retention Rate</b>.</li><li>Identify gaps in customer service processes and recommend improvements.</li><li>Prepare reports and dashboards on customer experience performance.</li><li>Work closely with marketing, sales, and operations teams to improve the customer journey.</li><li>Track customer complaints and ensure timely resolution.</li><li>Conduct customer journey mapping and identify pain points.</li><li>Support implementation of customer experience strategies and initiatives.</li><li>Provide insights based on data analysis to improve products and services.</li><li>Ensure a high standard of customer satisfaction across all touchpoints.</li></ul><p><b>Requirements:</b></p><ul><li><b>Bachelor&rsquo;s or Master&rsquo;s degree</b> in Business Administration, Marketing, or a related field.</li><li><b>2&ndash;4 years of experience</b> in customer experience, customer service analysis, or a similar role.</li><li>Strong analytical and problem-solving skills.</li><li>Proficiency in <b>Excel, Power BI, or data analysis tools</b>.</li><li>Excellent communication and reporting skills.</li><li>Ability to analyze data and convert insights into actionable recommendations</li></ul><p>Job Type: Full-time</p><p>Pay: From Rs85,000.00 per month</p><p>Work Location: In person</p>

Customer Experience Analyst

Vallen

<div><p><b>Position Summary:</b></p>
<p>
Vallen's Customer Dedicated Business Analyst is an individual contributor position responsible for performing general analytics and statistical modeling on existing data sets for various products and processes. This position targets specific areas of opportunity and process improvement by identifying areas for increasing efficiency and automation of the data analysis processes. The Customer Dedicated Analyst examines and identifies data patterns and trends to help answer business questions and improve decision making. They collaborate with the Business and Information Technology teams to study and propose data uses for both regular and ad hoc projects.
</p><p></p><p><b>Essential Job Duties and Responsibilities:</b></p>
<ul>
<li>Develop and maintain advanced Excel reports, including pivot tables, Power Query scripts, dynamic arrays, and complex formulas.</li>
<li>Create, maintain, and improve VBA/macros for process automation.</li>
<li>Collaborate with stakeholders to design Power BI dashboards, interpret DAX measures, and apply data visualization best practices.</li>
<li>Analyze data to identify trends, generate actionable insights, and support decision-making.</li>
<li>Manage and organize data in OneDrive and SharePoint for seamless collaboration.</li>
<li>Communicate complex data findings clearly to non-technical team members.</li>
<li>Balance multiple tasks while maintaining exceptional attention to detail.</li>
</ul>
<p></p>Requirements:
<p><b>Required Qualifications:</b></p>
<ul>
<li>Power BI Development Knowledge: Familiarity with DAX and visualization best practices.</li>
<li>Advanced Microsoft Excel Skills: Pivot tables, Power Query, dynamic arrays, complex formulas.</li>
<li>VBA/Macro Development: Proven expertise in process automation.</li>
<li>Microsoft Power Platform Skills: Power Automate and Power Apps.</li>
<li>Analytical Mindset: Strong problem-solving skills are essential for innovation-driven tasks.</li>
<li>Effective Communication: Ability to explain technical data insights to non-technical audiences.</li>
<li>Attention to Detail: Capable of managing multiple priorities effectively.</li>
</ul>
<p><b>Preferred Qualifications:</b></p>
<ul>
<li>Industry Insight: Prior experience in customer operations or related roles.</li>
<li>Experience: Minimum of 2-3 years in a similar role.</li>
<li>Smartsheet Expertise: Experience creating sheets, workflows, and dashboards.</li>
<li>Technical Proficiency: General knowledge of Python, R, or APIs for advanced analysis and automation.</li>
<li>Certifications: Microsoft Office Specialist: Excel Expert or Power BI/Power Platform certifications.</li>
<li>Project Management Understanding: Familiarity with tools like Microsoft Teams.</li>
<li>Industry Insight: Prior experience in customer operations or related roles.</li></ul></div>

Customer Dedicated Analyst - NOT - IT/IS/Engineering/Development

Hawaii Medical Service Association

<div></div><div><div><div><div><b>Customer Relations Business Analyst II
</b></div><div>#26-6044
 </div><div></div><div><div>Multiple Locations</div></div></div></div></div><p></p>

Customer Relations Business Analyst II

IDEXX

<div>
 Are you passionate utilising data to enhance customer experience? We're looking for a Data Analyst who wants to lean into the
 <em>
  why
 </em>
 , not just the
 <em>
  what
 </em>
 . You'll shape how IDEXX understands customer behavior, software adoption, and the Point-of-Care (POC) customer journey, turning data into decisions that drive product strategy.
 <br/>
 <br/>
 This is an exciting, brand new role here at IDEXX!
 <br/>
 <br/>
 <strong>
  This role will be hybrid in our Westbrook, ME office.
  <br/>
  <br/>
 </strong>
 As part of our Point-of-Care analytics team, you'll sit at the intersection of user behavior, product health, and device connectivity. You'll translate complex telemetry and customer interactions into insights that influence product strategy, enhancements, and customer experience improvements. Using tools like Heap, you'll uncover how customers navigate our products, identify friction points, and connect product usage patterns to support issues. You'll collect, analyze, and interpret customer feedback from multiple channels (surveys, NPS, support tickets, call logs, digital behavior) and translate it into clear, actionable insights for leadership and business partners.
 <br/>
 <br/>
 You'll join a full-service analytics team with high visibility across the organization. We handle everything from data modeling to measurement strategy and business insight generation. You'll partner closely with Product, Software Engineering, and UX teams to align insights with business objectives and execution.
 <br/>
 <br/>
 You'll be our first dedicated CX/Product analyst on the team, building this capability from the ground up. As we scale, we expect you to go deep in priority areas first and then expand your scope as the foundations mature.
 <br/>
 <br/>
 <strong>
  <strong>
   Key Responsibilities
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Shape how we measure product performance and user experience across the POC ecosystem by creating event taxonomies, user metrics, and KPIs that are clear, consistent, and guide product and customer experience decisions.
  </li>
  <li>
   Analyze user journeys, conversion funnels, and drop-off points to identify friction and recommend improvements to the product and user experience (UX).
  </li>
  <li>
   Develop a cross-product view of the customer journey spanning software, devices, and support channels, starting with the highest-impact workflows and expanding over time.
  </li>
  <li>
   Partner with Software Engineering to translate device connectivity and instrument health data into meaningful Product and CX KPIs, including error rates, connectivity uptime, reliability indicators and funnel analysis.
  </li>
  <li>
   Link product usage patterns to support trends (case volume, issue drivers, escalation patterns) to surface root causes and prevention opportunities.
  </li>
  <li>
   Build actionable customer segments that combine technology stack and behavioral characteristics to support targeted marketing, product rollout, and change management strategies.
  </li>
  <li>
   Support experimentation by partnering with Product and UX to shape success metrics, develop measurement plans, and evaluate outcomes with A/B tests where possible, or quasi-experimental and observational approaches when appropriate.
  </li>
  <li>
   Synthesize behavioral analytics with qualitative signals (in-app feedback, surveys, interviews) to deliver a comprehensive view of customer experience.
  </li>
  <li>
   Communicate insights clearly and compellingly to Product, R&amp;D, UX, Marketing, and leadership stakeholders.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Who we're looking for
   <br/>
   <br/>
  </strong>
 </strong>
 You're a data storyteller comfortable with ambiguity. Clean data in an IoT environment? We're pragmatists here, you'll get good at triangulating insights from imperfect sources and still driving confident decisions.
 <br/>
 <br/>
 <ul>
  <li>
   Self&ndash;Starter &mdash; Self-directed and proactive, with a strong sense of ownership and accountability. Comfortable operating in ambiguity and fast-paced environments with evolving priorities.
  </li>
  <li>
   Cross-Functional Collaboration &mdash; Demonstrated ability to partner effectively across Product, Operations, Customer Success, and other stakeholders to align insights with business objectives and execution. Experience operating in enterprise-scale or matrixed organizations and influencing CX strategy through data-driven storytelling and cross-functional alignment.
  </li>
  <li>
   Behavioral Analytics Expertise &mdash; Proficiency with Heap or hands-on experience with other CX analytics or Voice of Customer (VoC) platforms (Amplitude, Pendo) with a willingness to become a Heap expert quickly. Demonstrated ability to analyze and interpret large, multi-source datasets (including survey, behavioral, and sentiment data) to generate actionable insights.
  </li>
  <li>
   Technical Proficiency &mdash; Advanced SQL and Python for data manipulation. R experience is a plus. Experience working with cloud data warehouses (Snowflake, Redshift, etc.).
  </li>
  <li>
   SaaS / IoT Experience &mdash; Experience analyzing software adoption, installed base, and/or connected device metrics.
  </li>
  <li>
   Metric Definition &amp; Experimentation &mdash; A track record of creating new KPIs from scratch and designing measurement plans for experiments (A/B tests, quasi-experimental approaches, or observational studies).
  </li>
  <li>
   Visualization and Communication &mdash; Proficiency in data visualization tools, including Tableau, Power BI, or Looker with a portfolio or examples of published dashboards or insights reports. Present findings and recommendations in a clear, compelling way to both technical and non-technical audiences.
  </li>
  <li>
   Nice-to-Haves - Familiarity with Adobe Analytics or Adobe Target, Advanced A/B testing expertise (power calculations, sample sizing, guardrail metrics, causal inference), Exposure to Voice of Customer (VoC) platforms or blending survey/interview insights with behavioral data, Experience stitching together data from hardware, software, and support channels
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What you can expect from us:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Salary of $110-$130k
  </li>
  <li>
   Opportunity for annual cash bonus
  </li>
  <li>
   Health / Dental / Vision Benefits Day-One
  </li>
  <li>
   5% matching 401k
  </li>
  <li>
   Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Closing for applications EOB Friday 6th Feb
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Why IDEXX
   <br/>
   <br/>
  </strong>
 </strong>
 We&rsquo;re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
 <br/>
 <br/>
 So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
 <br/>
 <br/>
 Let&rsquo;s pursue what matters together.
 <br/>
 <br/>
 <em>
  IDEXX values a diverse workforce and workplace and strongly encourages women, people of color , LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
  <br/>
  <br/>
 </em>
 <em>
  IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color , creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
  <br/>
  <br/>
 </em>
 LI-#AA1
</div>


Data Analyst – Customer Experience & Product Insights

The Home Depot

<div><p><b>Position Purpose:</b></p><p>
The Sr. Analyst, Category Experience works closely with their leadership team to understand the merchandising strategies and objectives. This position will analyze and leverage customer information and behaviors as well as competitive bench-marking to identify areas necessary to improve the customer research/shopping experience. Ultimately these improvements will result in improved customer and associate satisfaction, increased traffic and sales, and improved conversion. This role is an opportunity to be at the leading edge of truly channel-interconnected retail leadership, while further building functional skills in merchandising.</p><p><b><br>
Key Responsibilities:</b></p><ul><li>
40% Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories.</li><li>
30% Identify opportunities to improve taxonomy, purchase path (search and navigation), data content, SEO and post-transaction results through tactical execution.</li><li>
15% Execute system changes for promotional activity.</li><li>
15% Develop and execute taxonomy changes in the system necessary to support new onboarding and business changes.</li></ul><p><b><br>
Direct Manager/Direct Reports:</b></p><ul><li>
Position Reports to Manager, Category Experience.</li><li>
No direct reports.</li></ul><p><b><br>
Travel Requirements:</b></p><ul><li>
Typically requires overnight travel less than 10% of the time.</li></ul><p><b><br>
Physical Requirements:</b></p><ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul><p><b><br>
Working Conditions:</b></p><ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li><li>
No travel required</li></ul><p><b><br>
Minimum Qualifications:</b></p><ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li><li>
Proven results in any (but, including most) of the following areas: CI, CRM, customer experience, product content optimization, product management, financial analysis, business analysis, data analytics</li></ul><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Strong numeric and advanced analytics aptitude</li><li>
Basic technical aptitude with web-based tools and advanced proficiency of the Microsoft Office Suite</li><li>
The ability to understand and influence cross-functional inputs to Merchandising for achieving better output results</li><li>
High comfort level with working in an ambiguous, fast paced environment</li><li>
Ability to solve complex problems</li><li>
Strong interpersonal, motivational, and communication skills (speaking, writing, presenting)</li><li>
Strong attention to detail</li><li>
Track record of taking ownership and driving results</li></ul><p><b><br>
Minimum Education:</b></p><ul><li>
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.</li></ul><p><b><br>
Preferred Education:</b></p><ul><li>
No additional education</li></ul><p><b><br>
Minimum Years of Work Experience:</b></p><ul><li>
2</li></ul><p><b><br>
Preferred Years of Work Experience:</b></p><ul><li>
No additional years of experience</li></ul><p><b><br>
Minimum Leadership Experience:</b></p><ul><li>
None</li></ul><p><b><br>
Preferred Leadership Experience:</b></p><ul><li>
None</li></ul><p><b><br>
Certifications:</b></p><ul><li>
None</li></ul><p><b><br>
Competencies:</b></p><ul><li>
Action Oriented</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Drives Results</li><li>
Manages Conflict</li></ul></div><p></p>

Senior Analyst Category Experience

Volvo Cars

<div><div><div><div><h2 class="jobSectionHeader"><b>Let's introduce ourselves</b></h2>
</div><div><p>
The Customer Experience (CX) Data &amp; 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 &ndash; CX Data &amp; 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.</p>
<p>
This role is located in Mahwah, NJ.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
What you'll do</b></h2>
</div><div><ul><li>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.</li><li>Support the development and maintenance of CX dashboards, scorecards, and performance reporting tools.</li><li>Translate complex data into clear executive-ready insights that connect CX performance to commercial and financial outcomes.</li><li>Ensure data accuracy, consistency, and governance across CX reporting platforms.</li><li>Proactively identify emerging trends, risks, and opportunity areas across regions and retailers.</li><li>Partner with CX Governance and Programs teams to provide insight-based recommendations for targeted improvement initiatives.</li><li>Support competitive benchmarking and cross-industry analysis to elevate performance standards.</li><li>Prepare structured performance narratives for senior leadership.</li><li>Collaborate with regional CX leads to validate findings and ensure alignment between data insights and field reality.</li><li>Contribute to continuous improvement of CX measurement frameworks and KPI architecture (Close-The-Loop, Action Plans, etc.)</li><li>Collaborate with Commercial Digital teams on data streams and validation (survey deliveries, etc.)</li><li>Strengthen the organization&rsquo;s ability to move to data-backed action.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you'll bring</b></h2>
</div><div><ul><li>3&ndash;5 years of experience in data analytics, customer experience analytics, business intelligence, or performance management.</li><li>Strong analytical skills with ability to interpret quantitative and qualitative data.</li><li>Experience working with survey platforms and performance measurement systems.</li><li>Advanced Excel and PowerPoint skills; familiarity with BI tools (e.g., Tableau, Power BI) a plus.</li><li>Ability to connect data insights to business strategy and financial implications.</li><li>Strong attention to detail and data governance discipline.</li><li>Clear, structured communication skills with executive presentation capability.</li><li>Comfort working in a cross-functional, matrix organization.</li></ul>
<p>
You might also have:</p>
<ul><li>Experience with J.D. Power, Medallia, or other Voice of Customer platforms.</li><li>Automotive or premium retail experience.</li><li>Exposure to KPI architecture design or bonus performance linkage.</li><li>Experience in competitive benchmarking or consulting-style analysis.</li></ul>
<div>
Salary Range:<br>
<ul><li>$82,947 to $115,044</li></ul></div><br>
<p></p>
<p>
#LI-DNP<br>
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines</p></div></div></div></div>

Customer Experience Data & Insights Analyst

Uber

<div><b>About the Role
</b><br>
<br>
The Customer Experience Analytics (CXA) team powers data-driven decision making across Uber's Community Operations (CommOps) org. Our team is currently looking to hire for our Global Customer Support Analytics team. As a Data Analyst, you will shape and influence a world class experience for our customers interacting with support at Uber. This role will focus on reducing defective experiences, increasing user retention, and evaluating the effectiveness of our policies &amp; tech.
<br>
<br>
You will drive analyses and experimentation behind company-wide decisions related to our support experience; and build scalable tools that enable internal and external stakeholders to demonstrate data and act upon insights. You will be working on a wide range of high-priority projects, and have exposure to multiple stakeholders across Uber (Operations, Product and Engineering). Additionally, you will uncover insights from support interactions to drive product and operational improvements.
<br>
<br>
<b>What You Will Do
</b><br>
<ul><li>Conduct analyses on various projects to improve the experience of our customer interactions
</li><li>Drive experimentation and insight generation in order to quantify the value of support and advise return on investment tradeoffs
</li><li>Leverage cutting edge AI and analytics tools to build and manage data infrastructure, build self-service data products, and develop insights that move the business forward
</li><li>Partner with senior leadership to advocate for customer-first changes to our products, app features, and support policies
</li><li>Quantity the impact and efficiency of new products and business processes
</li>Develop analytical frameworks to support decision-making across various markets<br>
<li>
</li></ul><br>
<br>
<b>Basic Qualifications
</b><br>
<ul><li>4+ years experience in data analytics, business intelligence, data engineering, or within a similar role
</li><li>BA/BS Degree obtained
</li><li>Expertise in SQL and data modeling to transform raw, distributed data into stable, &quot;single source of truth&quot; architectures.
</li>Skill in building intuitive, self-service tools (Tableau, Looker, or Streamlit) for non-technical users and business leaders.<br>
<li>
</li></ul><br>
<br>
<b>Preferred Qualifications
</b><br>
<ul><li>Experience with Python and AI tools (like Cursor or Claude Code) to analyze data and automate workflows
</li><li>Analyze advanced A/B testing data (exposure to experimental design is a plus)
</li><li>Experience working with customer support or customer insights
</li><li>MS obtained in Statistics, Business Analytics, Data Science or a similar field
</li><li>Experience translating complex data insights into actionable, executive-ready narratives
</li>Accustomed to working in an ambiguous environment<br>
<li>
</li></ul><br>
<br>
<br>
<br>
For New York, NY-based roles: The base salary range for this role is USD$135,000 per year - USD$150,000 per year. You will be eligible to participate in Uber's bonus program, and may be offered an equity award &amp; other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.</div>

Senior Data Analyst, Customer Experience Analytics

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