3-6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, or Business Analytics.
Strong analytical skills to analyze large datasets and identify trends.
Experience with NPS, customer satisfaction, and CX metrics.
Proficient in Excel and data visualization tools like Tableau or Power BI.
Ability to communicate data insights clearly to stakeholders.
Understanding of quantitative research methodologies; qualitative research experience is a plus.
Strong organizational skills to manage multiple priorities.
Responsibilities
Analyze NPS and customer experience data to identify trends and opportunities.
Synthesize data from multiple sources to understand customer experience performance.
Create and manage CX dashboards and reporting for accuracy and clarity.
Translate analytical findings into actionable insights and narratives.
Collaborate with stakeholders to answer complex business questions with data-driven recommendations.
Support ongoing CX measurement initiatives and pilots.
Work across teams to connect information and support broader CX strategy.
Benefits
Opportunity to work in a dynamic telecommunications environment.
Collaborative team culture with cross-functional engagement.
Focus on professional development and analytical skill enhancement.
Engagement in innovative customer experience measurement initiatives.
Full Job Description
One of our telecommunications clients is seeking an analytical, detail oriented Senior Analyst to join their team. In this role, you will support the analysis and measurement of customer experience, with a particular focus on NPS and other CX metrics. You will work across multiple data sources to identify trends, uncover key drivers, and translate findings into clear, actionable insights for stakeholders.
This position is ideal for a strong analytical thinker who is equally comfortable working with data and communicating what that data means. The successful candidate will be able to move beyond reporting numbers to develop clear narratives around customer experience trends, support dashboards and reporting, and work collaboratively with stakeholders to answer complex business questions. This position is based in Philadelphia 4 days a week.
CX & NPS Analysis: Analyze NPS and other customer experience data to identify trends, drivers, and opportunities for improvement.
Data Synthesis: Pull together data and signals from multiple sources to develop a clear understanding of customer experience performance and trends.
Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting, ensuring data is accurate, relevant, and easy to interpret.
Insight Development: Translate analytical findings into clear narratives and actionable insights that explain the "why" behind customer experience trends.
Stakeholder Support: Partner with CX, Research, Analytics, and business stakeholders to understand key questions and provide data-driven answers and recommendations.
Research & Measurement: Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.
Cross-Functional Collaboration: Work across teams and data sources to connect information, identify patterns, and support broader CX strategy and decision-making.
Experience: 3-6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.
Strong Analytical Skills: Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.
CX / NPS Experience: Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.
Reporting & Visualization: Strong experience with Excel and/or data visualization and dash boarding tools such as Tableau, Power BI, or similar platforms.
Data Storytelling: Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.
Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross-functional teams.
Research Knowledge: Understanding of quantitative research and survey methodologies; experience with qualitative research or journey research is a plus.
Problem Solving: Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.
Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt in a fast-paced, evolving environment.
