Customer Experience Data Analyst

Reputation; Richmond; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a detail-oriented Customer Experience Data Analyst to join their Expert Services team. This role focuses on analyzing customer feedback data and supporting tool development to drive strategic decisions for clients. The ideal candidate will work closely with Customer Success Managers and contribute to AI-enhanced solutions. If you are curious and analytical, with a knack for working with large datasets, this opportunity is perfect for you. Join a company that values collaboration and offers a flexible work environment while being committed to diversity and inclusion.

Benefits

Flexible PTO

Paid company holidays

Recharge Days

Employee Assistance Program

401k

Health, dental and vision insurance

Paid maternity leave

Employer paid disability and life insurance

Qualifications

• 1-3 years of experience in data analysis or similar roles.
• Proficiency in SQL and Excel is essential.

Responsibilities

• Contribute to tool development and enhance team efficiency.
• Build and maintain SQL queries for data extraction and analysis.

Skills

SQL

Excel

Data Analysis

Customer Experience Understanding

Communication Skills

Attention to Detail

Education

Bachelor’s degree in Business Analytics, Statistics, Data Science, or related field

Tools

Python

PowerPoint

Sprinklr

Brandwatch

NetBase

Job description

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About Reputation
Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the global leader in reputation experience management. With its SaaS platform, Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical.

Reputation was ranked for the second year in a row in G2’s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently, Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally, Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer.

Why work at Reputation?

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
• We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.
• Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.
• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.
• The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
• Our Mission: We exist to forge relationships between companies and communities.

We are seeking a collaborative and detail-oriented Customer Experience Data Analyst to support our Expert Services team. This role focuses on analyzing customer feedback data, supporting tool development, and contributing to AI-enhanced solutions for client engagements. The ideal candidate is curious, analytical, and comfortable working with large datasets to identify insights that drive strategic decision-making for our clients. This role partners closely with Customer Success Managers and is part of the Global Professional Services organization.

Ideal candidates will be located on the East Coast as this position works closely with team members in European time zones.

Key Responsibilities

• Tool Support & Collaboration: Contribute to the development of internal tools to streamline deliverables and enhance team efficiency. Partner with data scientists and engineers on implementation.
• SQL Query Development: Build and maintain SQL queries to support data extraction and analysis for recurring and custom client projects.
• LLM/AI Project Support: Assist in the integration and application of LLM/AI tools developed by the Data Science team for summarizing and interpreting customer comment data.
• Data Exploration & Trend Analysis: Conduct exploratory analyses to identify patterns and trends in customer data. Summarize findings in a clear, client-facing format.
• Reporting & Automation Collaboration: Work alongside data engineers to support the automation of data extraction and visualization pipelines.
• Data Quality & Management: Occasionally assist with data organization, formatting, and cleanup efforts to ensure data readiness and reliability for analysis.
• Cross-Functional Collaboration: Collaborate with Product, Data Science, and Customer Success teams to identify recurring client needs and help shape scalable solutions.

Qualifications

• Bachelor’s degree in Business Analytics, Statistics, Data Science, Computer Science, or a related field preferred
• 1–3 years of professional experience in a data analyst or similar role
• Proficiency in SQL and Excel; familiarity with Python or similar tools is a plus (but not required)
• Understanding of customer experience, market research, or social listening data (Sprinklr, Brandwatch, NetBase, etc. is a plus)
• Ability to summarize findings from large datasets and present clear, actionable insights
• Familiarity with AI/LLM applications in business contexts (experience applying or working with—not developing—these tools)
• Experience using PowerPoint to communicate data stories for client-facing deliverables
• Strong attention to detail, time management, and communication skills
• Comfortable working with diverse data sources (e.g., surveys, reviews, social data, employee feedback)

When You Join Reputation, You Can Expect

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.

Our Employees Say It Best

Our employees highlight our:

• Ample Opportunities - “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”
• Positive Culture - "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.”
• Training and Tools - “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
• Balance - “Great work life balance and awesome team environment!”

Diversity Programs & Initiatives

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, We Believe In

• Diversity: Reputation facilitates a culture where people bring their diverse backgrounds, life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company, our customers and our people.
• Equity: Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.
• Inclusion: Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute, provide feedback, and make a difference.
• Belonging: Our culture is one that values collaboration, teamwork, and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation, they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity, equity, and inclusion in place.

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO
• Paid company holidays
• 4 company provided, “Recharge Days,” which are wellness days off for the entire company
• Several active Employee Resource Groups (ERGs) to help foster inclusion and community
• Employee Assistance Program
• Access to a wide variety of unique perks and apps:
• PerkSpot
• Wellhub (Gym Pass)
• Carrot Fertility
• Omada
• Ladder
• SoFi
• Fetch Pet Insurance
• Calm for Kaiser
• Spring Health for Guardian
• XP Health for Guardian (virtual eye-wear platform)
• 401k
• Health, dental and vision insurance
• Paid maternity leave
• Employer paid short and long term disability and life insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• Software Development

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