CX Analytics Lead: Insight-Driven Data & Dashboards

Pearson; Columbus (OH); Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience (CX) who will leverage CX best practices and data analysis to transform raw feedback into actionable insights. You will work with teams to define data use cases, identify gaps in data collection along the customer journey, and explore new feedback sources to drive CX improvement.

Responsibilities include building dashboards, applying statistics for segmentation, and developing topic models to enhance understanding

Qualifications

• Experience with CX measurement (NPS/CSAT)
• Proficient with reporting, analysis and visualization tools (Tableau, Google Data Studio, Excel)
• Strong ability to facilitate discussions and manage stakeholders
• Robust problem-solving and critical thinking
• Ability to map analytics to business outcomes
• Experience supporting BI or data warehouse initiatives

Responsibilities

• Analyze CX data across products/geographies to spot trends and opportunities for strategic decisions
• Create actionable insights and reports to support defined use cases
• Prepare and present analysis-based reports to stakeholders with tailored findings
• Design/build/maintain self-service dashboards for teams to access CX insights
• Apply statistical methods for segmentation and deep dives
• Develop and maintain topic models to illuminate end-to-end CX journey

Skills

CX measurement

Tableau/GA Data Studio/Excel

stakeholder communication

problem solving

business outcome linkage

data warehouse experience

Education

BA/BS in Business/IS/Data Science/Math

CX Analyst/Business Analyst experience

Tools

Qualtrics

Jira

Confluence

AI for customer insights

Web marketing knowledge

JSON/XML/CSV formats

Job description

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience (CX) who will leverage CX best practices and data analysis to transform raw feedback into actionable insights. You will work with teams to define data use cases, identify gaps in data collection along the customer journey, and explore new feedback sources to drive CX improvement.

Responsibilities include building dashboards, applying statistics for segmentation, and developing topic models to enhance understanding