Business Analyst - Customer Experience

Siemens; Raleigh (NC); Hybrid; USD 53,000 - 91,000; Full time

Job summary

Siemens is seeking a Business Analyst – Customer Experience Data & Insights to transform customer data, signals, and survey feedback into practical insights and recommendations. The role focuses on the customer-facing data layer behind portal, support, surveys, and marketing automation, while building dashboards and data roadmaps to enable better decisions.

The team will partner with Data Champions, Customer Support, Digital, IT, Marketing, and Operations to align data usage with trusted sources

Qualifications

• 3+ years of experience in customer experience analytics or related fields.
• Experience turning data into dashboards, reports, insights, and requirements for leadership.
• Experience with customer data across multiple systems (CRM, ERP, survey data).
• Legally authorized to work in the United States without sponsorship.

Responsibilities

• Analyze CX signals to identify friction, trends, risks, and opportunities.
• Support portal readiness by ensuring key customer data objects are accurate and usable.
• Manage the customer-facing data layer across data sources and teams.
• Partner with stakeholders across departments to align data use cases with trusted sources.
• Build dashboards and recurring insight reviews to inform CX decisions.
• Perform hands-on data stewardship and data corrections as needed.
• Document workflows, processes, and decision logic when gaps are found.
• Identify patterns in manual data maintenance to streamline ownership and improve reporting.

Skills

Excel

Salesforce

Data analytics

Communication skills

Education

Bachelor's degree

Tools

SAP

Snowflake

Job description

Job Family: Electrification & Automation

Req ID: 518143

Business Analyst – Customer Experience Data & Insights

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this by empowering customers and combining the real and digital worlds. Improving how we live, work, and move today and for the next generation starts with our people. We know a business thrives when its people are thriving, and our global, diverse team is ready to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

Transform the everyday with us!

About Electrification & Automation:

Headquartered in Wendell, NC, the Electrification & Automation Business Unit offers the full range of energy distribution systems and solutions for all markets and through all sales channels. We provide reliable power distribution grids of today while investing in our Future Grids portfolio to create the power distribution grid of the future.

We empower our people to stay resilient and relevant in a constantly changing world. We are looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact now and in the future. Does that sound like you? Then it seems like you would make a great addition to our team.

We are looking for a Business Analyst – Customer Experience Data & Insights. The preferred location is near Wendell, NC, or another Siemens hub, with hybrid or remote flexibility considered based on experience level.

This role helps Siemens Electrification & Automation turn customer data, support signals, portal readiness needs, survey feedback, and operational data into practical insights and recommendations. You will help manage the customer-facing data layer behind portal, support, surveys, marketing automation, and other customer touchpoints, while building dashboards, analysis routines, and a CX data roadmap that supports better decisions across Customer Experience. If connecting data, finding patterns, improving customer-facing information, and turning messy signals into clear recommendations gets you excited, this role may be a great fit.

You’ll make an impact by:

• Analyze customer support data, portal activity, NPS surveys, project surveys, operational data, and other CX signals to identify friction, trends, risks, and opportunities.
• Support Customer Portal readiness by helping ensure key customer-facing data objects are accurate, trusted, and usable before customers are onboarded or broader portal capabilities are expanded.
• Help manage the customer-facing data layer by understanding data sources, downstream uses, and where teams may be using inconsistent, outdated, duplicated, or non-standard data for customer-facing purposes.
• Partner with Data Champions, Customer Support, Digital, IT, Marketing, Service, Sales, Operations, and other teams to align customer-facing data use cases to trusted sources.
• Build dashboards, recurring insight reviews, analysis routines, and recommendations that support the CX Program Manager, Head of CX, and partner teams in making better strategic decisions.
• Perform hands‑on data stewardship work when needed, including manual record review, creation, updates, validation, or coordination of corrections for customer‑facing data that supports portal readiness and related business processes.
• Document supporting workflows, process maps, requirements, business rules, and decision logic when analysis identifies process gaps, unclear ownership, or recurring manual work.
• Identify patterns in recurring manual data maintenance work and recommend ways to streamline ownership, improve workflows, strengthen reporting visibility, or reduce repeat effort over time.

You’ll win us over by having the following qualifications:

Basic Qualifications:

• 3+ years of experience in customer experience analytics, business analysis, data analysis, customer operations, sales operations, marketing operations, service operations, or related work; business analysis training, data analytics training, or related certifications may be considered in combination with practical experience.
• com experience or Salesforce certification is required.
• Experience working with customer data, customer support data, CRM data, ERP data, survey feedback, operational data, or similar data sets across multiple systems.
• Experience turning data into dashboards, reports, insights, recommendations, business requirements, or decision support for leaders and cross‑functional teams.
• Demonstrated ability to investigate data issues, identify patterns, ask better questions, and make practical recommendations in ambiguous environments.
• Experience documenting workflows, process maps, business rules, requirements, standard operating procedures, or decision logic.
• Ability to partner with stakeholders across Customer Support, Digital, IT, Marketing, Sales, Service, Operations, Data Governance, or similar functions.
• Strong Excel, reporting, analytical, written communication, and verbal communication skills.
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship.

Preferred Qualifications:

• Experience working in a complex matrix organization with multiple systems, teams, and data owners.
• Experience with customer portals, customer support platforms, CRM systems, ERP systems, survey tools, marketing automation platforms, reporting tools, or customer data repositories.
• Experience with Siemens tools or related platforms such as SAP, Snowflake, or similar systems.
• Experience supporting customer‑facing data governance, data stewardship, data quality improvement, or trusted data source alignment.
• Experience building dashboards, recurring insight reviews, portfolio views, or reporting routines that improve visibility and decision‑making.
• Experience documenting customer journeys, process maps, workflow diagrams, business requirements, or standard operating procedures.
• Bachelor’s degree in business, engineering, operations, information systems, data analytics, marketing, or a related field, or equivalent practical experience, business analysis training, data analytics training, or relevant certification.

$52,836 $90,576

Organization: Smart Infrastructure

Job Type: Full-time

Category: Customer Services