Senior Customer Experience (CX) Analyst

OG Consulting, Inc.; Madrid; A distancia; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Senior Customer Experience (CX) Analyst to enhance customer satisfaction through data-driven insights. In this full-time remote role, you will collaborate with business leaders to optimize CX programs, manage project timelines, and deliver executive-ready reports. Your expertise in data analysis using tools like Excel, Python, and SQL will be crucial in synthesizing customer data and refining CX strategies. If you are passionate about improving customer experiences and thrive in a collaborative environment, this opportunity is perfect for you.

Formación

• 3-5 years of experience in customer experience, market research, or consulting.
• Strong proficiency with Excel, Python, SQL, and data visualization tools.

Responsabilidades

• Manage global Customer Experience (CX) programs with cross-functional teams.
• Provide analytical support using Excel, Python, and SQL for actionable insights.

Conocimientos

Excel

Python

SQL

Data Visualization Tools

Survey Design

Statistical Tools

Educación

Bachelor’s degree in Business

Bachelor’s degree in Social Sciences

Bachelor’s degree in Statistics

Bachelor’s degree in Computer Science

Herramientas

Tableau

Power BI

Medallia

Qualtrics

Stata

SPSS

R

Descripción del empleo

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We work with some of the world’s largest organizations across various industries, including Healthcare, Financial Services, Specialty Retail, and Telecommunications, helping them gain a deep understanding of their customers, develop actionable insights, and improve business processes.

We are looking for a Senior Customer Experience (CX) Analyst to join our team and support one of our key clients. In this role, you will contribute to the rollout and optimization of CX programs by delivering meaningful insights and analysis that help drive customer satisfaction and business performance.

About the role

You will serve as a dedicated expert embedded within the Customer Experience team at Salesforce. In this client-facing role, you’ll work closely with business unit leaders across the organization to support data-driven decision-making and the ongoing enhancement of CX programs. Your responsibilities will include querying, refining, and synthesizing customer and operational data from various internal systems to uncover actionable insights. You will also contribute to the evolution of CX processes across the Salesforce ecosystem, helping to ensure that the voice of the customer is integrated into strategic priorities. This is a full-time, remote position.

Responsibilities :

1. Manage and support global Customer Experience (CX) programs in collaboration with cross-functional teams.
2. Oversee project timelines, ensuring smooth coordination across internal teams and external stakeholders.
3. Manage relationships with implementation vendors, tracking deliverables and performance.
4. Provide analytical support using tools like Excel, Python, and SQL to turn data into actionable business insights.
5. Design, test, and refine customer surveys based on client objectives and CX strategy.
6. Develop clear, executive-ready reports and dashboards using data from multiple sources.
7. Troubleshoot technical and operational challenges, manage vendor relationships, and optimize CX reporting platforms.
8. Communicate project updates, insights, and recommendations clearly to internal managers and client teams.

Minimum qualifications

1. Bachelor’s degree in Business, Social Sciences, Statistics, Computer Science, or a related field.
2. 3-5 years of experience in customer experience, market research, business analysis, or consulting.
3. Strong proficiency with Excel, Python, SQL, and data visualization tools (e.g., Tableau, Power BI).
4. Experience working with CX platforms such as Medallia or Qualtrics is a significant advantage.
5. Familiarity with statistical tools (e.g., Stata, SPSS, R) and basic programming knowledge (e.g., XML, VBA) is a plus.
6. Fast learner with a demonstrated ability to adopt new tools and methodologies quickly.
7. Excellent attention to detail, with strong written and verbal communication skills.
8. Experience in survey design, sampling strategies, and analyzing survey data is a plus.
9. Strong time management skills; able to balance multiple projects simultaneously.
10. Collaborative, self-motivated, and comfortable working both independently and within a team.