Customer Data Insights Analyst

CX Insights KPI Tracking

• Develop and maintain CX performance dashboards and reports, ensuring key insights are available for decision-making.
• Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes.
• Forecast how future improvements will impact key CX metrics.
• Communicate findings in a clear, data-driven manner to influence business decisions at all levels.

Data Analysis Reporting

• Partner with Program Managers to develop KPI reporting frameworks for transformational programs.
• Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting.
• Work closely with multiple data teams and resources across the company to create, maintain, and report on key CX metrics, ensuring alignment and consistency in data insights.
• Synthesize insights across case trends, escalations, and operational data to uncover improvement opportunities.
• Build scalable reporting tools and dashboards using Power BI, Salesforce, and Tableau.
• Ensure data accuracy, consistency, and integrity through structured data gathering, cleaning, and transformation.

Strategic Business Impact

• Develop business cases that support customer experience and operational enhancements.
• Lead cross-functional initiatives, working closely with business leaders to identify data-driven opportunities.
• Deliver executive-level reports and presentations that influence strategic CX decisions.
• Define and track KPIs that measure the effectiveness of business initiatives and their impact on customers.
• Work collaboratively with stakeholders to prioritize and enable effective execution of CX improvements.

What You Need to Succeed

• 10+ years of experience in data analysis, insights generation, and reporting delivering measurable business impact.
• Experience tracking operational performance for customer facing support teams, such as experience on case trend analysis, support performance, and customer experience insights