Customer Experience Data Analyst II

REI; Sumner (WA); On-site; USD 70,000 - 104,000; Full time

Job summary

REI is seeking an experienced SCS CX Insights Analyst II to deliver data-driven insights that improve customer journeys. You will analyze multiple data sources, identify friction points, and turn findings into actionable recommendations for the SCS organization.

The role requires collaboration with stakeholders across teams, advanced analytical skills, and experience with Qualtrics, SQL, and VOC metrics. Hybrid collaboration and a strong customer-first mindset are valued at REI.

Qualifications

• Bachelor’s degree or equivalent in analytics, data science, or marketing analytics.
• 5+ years in analytics or insights roles in retail/customer service.
• Experience with VOC, CX, or customer analytics.
• Strong written and verbal communication; able to present to senior leaders.

Responsibilities

• Analyze, report, and track information to identify data patterns and customer pain points using multiple data sources.
• Support SCS team shares insights to drive actionable recommendations.
• Engage with stakeholders to interpret insights and scope impact on customer experience.
• Develop listening program tools, dashboards, and data integrity for the SCS ecosystem.
• Assist with technology platforms, vendor onboarding, and system integration.
• Provide ad-hoc decision support and represent the voice of customers.
• Monitor listening tools and sentiment analysis accuracy.
• Perform root-cause analyses of top customer pain points.
• Use metrics and feedback to identify improvement opportunities.

Skills

SQL

Qualtrics

Sigma

Data Viz

R/SAS

Excel

VOC Metrics

Text Analytics

Tableau

Report Automation

Education

Bachelor's degree or equivalent

Tools

Tableau

SPSS

Job description

REI is seeking an experienced SCS CX Insights Analyst II to deliver data-driven insights that improve customer journeys. You will analyze multiple data sources, identify friction points, and turn findings into actionable recommendations for the SCS organization.

The role requires collaboration with stakeholders across teams, advanced analytical skills, and experience with Qualtrics, SQL, and VOC metrics. Hybrid collaboration and a strong customer-first mindset are valued at REI.