Data Analyst - Customer Experience Insights

Job Title: Data Analyst - CX Insights)

Location: 51 Madison Ave, New York, NY 10010 (Hybrid Role 3 days)

Duration: 4 Months Contract Possible extension or convert to full-time

Job Description:

• Seeking a customer experience (CX) Data Analyst Consultant to help transform customer, agent, and business research into actionable strategic insights that inform enterprise priorities and business decision-making.
• This role will support the democratization of insights across the enterprise by creating clear, actionable data products that can be utilized by leaders across the business.
• The ideal candidate combines data visualization skills, data science skills, an understanding of storytelling with data, and clear communication skills. They bring curiosity and diligence to address roadblocks and adapt to evolving technologies.
• Client is advancing an enterprise-wide effort to modernize how client, agent, and field leadership feedback is collected, synthesized, and activated across the business. Through a centralized insights approach, we are connecting research, feedback, and operational intelligence to provide business leaders with a clearer understanding of customer and agent needs, prioritize opportunities, and accelerate decision-making.
• As a CX Data Analyst Consultant on the Insights team, you will play a critical role in translating this growing body of intelligence into meaningful business impact.
• You will partner with experience strategy, research, analytics, technology, and business stakeholders to develop visualizations synthesizing multiple data sources across multiple platforms.
• Rather than conducting research in isolation, you will focus on making research actionable. You will work across quantitative and qualitative studies, customer and agent feedback, operational metrics, and existing research repositories to develop integrated visualizations that provide leaders with deeper understanding about the state of the business.
• This role requires intellectual curiosity, strong business judgment, and the ability to work with speed and independence. You must be comfortable working with large sets of data, both structured and unstructured, to build reports in a dashboard, with an understanding of how to use AI as a force multiplier. A bonus will be a candidate that is familiar with customer feedback data ranging from surveys to call transcripts.
• The successful candidate will bring a data-driven approach to problem-solving, data storytelling skills, and a demonstrated ability to build a scalable dashboard program.

Responsibility:

Develop Powerful Dashboards

• Collect feedback from business stakeholders to design the dashboard
• Translate business requirements into intuitive, meaningful, and actionable visualizations
• Apply data visualization best practices to communicate complex information clearly and effectively
• Develop calculations, filters, and interactive features that enable users to explore and interpret data
• Test functionality, identify and resolve issues
• Optimize dashboard functionality, usability, accessibility, and performance
• Collaborate with stakeholders to refine dashboard requirements and incorporate user feedback

Data Gathering and Integration

• Identify, access, and retrieve relevant data from multiple internal and external sources
• Understand enterprise data structures, source systems, and data relationships
• Integrate information from disparate sources to create comprehensive and consistent datasets
• Evaluate data availability, reliability, completeness, and suitability for reporting and analysis
• Collaborate with business stakeholders and technical teams to identify data requirements and resolve data accessibility challenges

Data Preparation and Transformation

• Clean, standardize, and transform survey and unstructured data into structured, analysis-ready datasets
• Identify and resolve data inconsistencies, duplicates, missing values, and formatting issues
• Combine, aggregate, and organize datasets to support reporting and analytical requirements
• Develop and maintain repeatable data preparation and transformation processes
• Apply data modeling principles to ensure accuracy, consistency, and efficient reporting
• Document data transformation logic, business rules, and data definitions

Data Analysis and Interpretation

• Analyze complex datasets to identify trends, patterns, relationships, and actionable insights
• Apply analytical and statistical techniques to identify anomalies, performance drivers, and opportunities for improvement
• Translate business questions into analytical approaches and measurable outcomes
• Communicate analytical findings and recommendations to technical and non-technical stakeholders

Data Refresh, Automation, and Maintenance

• Develop and maintain processes to ensure dashboard data is updated accurately, consistently, and on schedule
• Monitor refresh schedules and reporting processes to ensure reliability and availability
• Troubleshoot data connectivity, processing, and refresh issues
• Maintain and enhance existing dashboards as business requirements, data sources, and reporting needs evolve

Data Quality, Validation, and Governance

• Establish and execute data validation and reconciliation procedures to ensure reporting accuracy
• Identify, investigate, and resolve discrepancies between source data and dashboard outputs
• Apply established data governance, security, and access management standards
• Maintain consistent metric definitions, calculation methodologies, and reporting standards
• Document data sources, processing logic, dependencies, and quality controls
• Partner with data owners and stakeholders to address data quality concerns and improve confidence in reported information

Business Requirements and Stakeholder Collaboration

• Partner with business stakeholders to understand reporting needs, operational processes, and strategic objectives
• Gather, document, and translate business requirements into technical and analytical specifications
• Recommend appropriate metrics, reporting structures, and visualizations based on business needs
• Present analytical insights and dashboard functionality to stakeholders with varying levels of technical expertise
• Manage enhancements, prioritize requests, and support continuous improvement of reporting capabilities
• Provide user guidance and support to encourage effective adoption of dashboards and analytical tools

Requirement:

• At least 3 years of professional experience in data visualization and data science, ideally within financial services or another complex, regulated industry
• Demonstrated ability to develop clear dashboards, supported by data pipelines
• Experience in Tableau, scripting languages such as R, Python, SQL. Ideally a candidate is familiar with Qualtrics
• Detail-oriented approach to development and testing of dashboards, and other data products
• Exceptional written and oral communication and executive storytelling skills, with demonstrated experience creating strategic presentations, executive briefings, and recommendations for senior leadership
• Strong business acumen and the ability to quickly understand complex business models, customer relationships, distribution channels, and operational dynamics
• Proficiency with AI-powered tools and technologies to accelerate research, synthesize complex information, identify actionable insights, and enhance efficiency, with a strong emphasis on critical evaluation and accuracy
• Strong proficiency in PowerPoint and Excel, including the ability to create polished, executive-ready presentations and interpret quantitative analyses
• Excellent stakeholder management, collaboration, and communication skills, with the ability to influence without direct authority
• Ability to work independently, manage ambiguity, prioritize competing requests, and deliver high-quality work at speed