CX Analytics Lead — AI-Driven Insights & Dashboards

Pearson; Atlanta (GA); Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to translate structured and unstructured feedback into actionable insights. You will define data use cases, identify gaps in data collection, and explore new feedback sources across the customer journey, leveraging AI to automate engagement with closed-loop activities.

The role focuses on delivering dashboards, applying statistics for segmentation, and building topic models to deepen understanding of the end-to-end

Qualifications

• BA or BS degree in Business, Communications, Information Systems, Data Science, Math or relevant field.
• Experience as a CX Analyst, Business Analyst, or related role.
• Ability to manage multiple priorities and deadlines effectively.

Responsibilities

• Analyze customer experience data across products, business units, and geographies to identify trends, patterns, and opportunities that inform strategic decisions.
• Develop actionable insights and reporting outputs that support business-defined use cases and enable data-informed decision-making.
• Prepare and present analysis-based reports to stakeholders, tailoring findings to business needs and audience priorities.
• Design, build, and maintain self-service dashboards that enable business teams to access and interpret customer experience insights independently.
• Apply statistical analysis techniques to support customer segmentation, audience deep dives, and other advanced analytical needs.
• Build and maintain topic models that support business use cases and provide deeper visibility into the end-to-end customer journey.

Skills

CX measurement

Tableau

Communication

Critical thinking

Business outcomes

AI analysis

Qualtrics

Jira

Confluence

AI in analysis

SEO/Marketing tagging

JSON

XML

CSV

Excel

Education

BA/BS degree in Business/IS/Data Science

Tools

Tableau

Google Data Studio

Excel

Job description

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to translate structured and unstructured feedback into actionable insights. You will define data use cases, identify gaps in data collection, and explore new feedback sources across the customer journey, leveraging AI to automate engagement with closed-loop activities.

The role focuses on delivering dashboards, applying statistics for segmentation, and building topic models to deepen understanding of the end-to-end