CX Analytics Lead — Insights & AI Dashboards (Remote)

Pearson; Santa Fe (NM); Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Annual incentive program

Remote work

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to translate CX feedback into actionable insights. You will collaborate with business units to define data models, identify data gaps, and source additional feedback for aggregated CX analyses.

You will leverage AI and automation to enhance engagement in closed-loop activities, build dashboards, and present insights across geographies and products.

Qualifications

• Experience with CX measurement principles (NPS/CSAT)
• Ability to facilitate discussions and manage stakeholders
• Experience with reporting, analysis, and data visualization tools

Responsibilities

• Analyze CX data across products, units, and geographies to identify trends and opportunities for strategic decisions.
• Develop actionable insights and reporting outputs to 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 to support segmentation and advanced analytical needs.
• Build and maintain topic models to enhance visibility into the customer journey.

Skills

CX metrics & NPS/CSAT

Stakeholder communication

Data visualization

Statistical analysis

Business outcomes alignment

Data warehousing initiatives

Education

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

Tools

Tableau

Google Data Studio

Excel

Job description

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to translate CX feedback into actionable insights. You will collaborate with business units to define data models, identify data gaps, and source additional feedback for aggregated CX analyses.

You will leverage AI and automation to enhance engagement in closed-loop activities, build dashboards, and present insights across geographies and products.