CX Analytics Lead — AI Insights & Dashboards (Remote)

Pearson; Montpelier (VT); Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience (CX) to drive insights from structured and unstructured feedback across products and geographies. You will define data use cases, identify gaps in data collection, and source new feedback for aggregated CX analysis, leveraging AI to enhance engagement with closed-loop activities.

You will build dashboards, present insights to stakeholders, and connect analytics to business outcomes while collaborating with

Qualifications

• Experience with CX measurement principles including NPS or CSAT metrics.
• Experience with reporting, analysis, and data visualization tools (Tableau, Google Data Studio, Excel).
• Ability to facilitate discussions, communicate clearly, manage time effectively, and build strong stakeholder relationships.
• Strong problem-solving and critical-thinking skills.
• Ability to align analytical work with organizational priorities and business outcomes.
• Experience supporting data, reporting, BI, or data warehouse initiatives.

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 use cases and data-informed decisions.
• Prepare and present analysis-based reports to stakeholders, tailoring findings to business needs.
• Design, build, and maintain self-service dashboards for teams to access insights independently.
• Apply statistical analysis techniques to support segmentation and deep dives.
• Build and maintain topic models for deeper visibility into the customer journey.

Skills

CX metrics

Stakeholder mgmt

Problem solving

Business insight

Data initiatives

Multi-priorities management

Education

BA/BS in Business, IS, Data Science, Math or related

Tools

Tableau

Google Data Studio

Excel

Job description

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience (CX) to drive insights from structured and unstructured feedback across products and geographies. You will define data use cases, identify gaps in data collection, and source new feedback for aggregated CX analysis, leveraging AI to enhance engagement with closed-loop activities.

You will build dashboards, present insights to stakeholders, and connect analytics to business outcomes while collaborating with