Customer Insights & Experience Analyst (Hybrid)

First Command; Fort Worth (TX); Hybrid; USD 70,000 - 95,000; Full time

Job summary

First Command is seeking a Customer Insights Analyst to transform experience, behavioral, operational, and research data into connected insights that drive client experience strategy and informed business decisions.

Reporting to the Associate Director, Client Experience, the analyst translates complex findings into clear stories, recommendations, and decision support, collaborating across functions while learning new tools and methods.

Qualifications

• Bachelor’s degree or equivalent experience in business analytics, data science, customer or user research, user experience/HCI, psychology, sociology, marketing research, or a related field.
• 3+ years of experience in customer, market, experience, or business insights, with hands-on quantitative and qualitative analysis.
• Experience developing dashboards, visualizations, reports or executive-ready data stories using tools such as Power BI or comparable platforms.
• Experience managing insights or analytical work from business question through analysis, recommendation, and activation.

Responsibilities

• Synthesize experience feedback, behavioral, operational, journey, research, and business data to identify patterns, drivers, emerging needs, and opportunities.
• Apply the Experience Measurement Framework to support consistent measurement and connect experience measures to strategic priorities and business outcomes.
• Analyze priority client journeys to identify moments that matter, friction points, performance trends, and opportunities for improvement.
• Partner with Journey Management and cross-functional teams to establish journey measures and translate insights into prioritized actions.
• Use appropriate analytical and statistical methods to evaluate trends, relationships, root causes, and changes in client behavior and experience performance.
• Develop clear visualizations, reports, and data stories that translate complex findings into practical recommendations and decision support.

Skills

Data analysis

Data visualization

Power BI

Communication

Storytelling

Project management

Education

Bachelor’s degree or equivalent in related field

Tools

Power BI

Qualtrics

Google Analytics

Medallia

Job description

First Command is seeking a Customer Insights Analyst to transform experience, behavioral, operational, and research data into connected insights that drive client experience strategy and informed business decisions.

Reporting to the Associate Director, Client Experience, the analyst translates complex findings into clear stories, recommendations, and decision support, collaborating across functions while learning new tools and methods.