CX Analytics Lead - Insights & Dashboards (Remote)

Pearson; Lansing (MI); Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to turn structured and unstructured feedback into actionable insights. You will define use cases for new data models, identify data gaps, and explore new feedback sources across the customer journey.

You'll build and maintain dashboards, apply statistical techniques for segmentation, and leverage AI to enhance engagement with closed feedback loops, partnering with stakeholders across products and regions.

Qualifications

• BA/BS in business, IS, data science, or related field.
• Experience as a CX Analyst or similar role.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Analyze customer experience data across products 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 and deep dives.
• Build and maintain topic models to support business use cases and provide deeper visibility into the end-to-end customer journey.

Skills

CX measurement

Reporting tools

Stakeholder comms

Problem solving

Business outcomes

Data warehouse

Education

BA/BS in relevant field

Tools

Tableau

Google Data Studio

Excel

Qualtrics

Jira

Confluence

Job description

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to turn structured and unstructured feedback into actionable insights. You will define use cases for new data models, identify data gaps, and explore new feedback sources across the customer journey.

You'll build and maintain dashboards, apply statistical techniques for segmentation, and leverage AI to enhance engagement with closed feedback loops, partnering with stakeholders across products and regions.