CX Insights Analyst II: Data-Driven Customer Experience

REI; Sumner (WA); On-site; USD 70,000 - 104,000; Full time

Benefits offered by this job

Employee discount

Health benefits

Retirement plan

Paid time off

Job summary

REI is seeking a CX Insights Analyst II to deliver data-driven insights across Sales & Customer Support. You will analyze patterns from multiple data sources, identify customer pain points, and distill actionable recommendations for leadership and cross-functional teams.

Ideal candidates have 5+ years in analytics roles, strong VOC/ CX experience, and proficiency with Qualtrics, SQL and BI tools. Join a team focused on improving the customer journey with data-backed decisions.

Qualifications

• Degree in analytics or related field is required.
• 5+ years in analytics or insight roles, preferably retail/customer service.
• Strong experience with VOC, CX and data-driven decision making.
• Proven ability to explain analyses to senior leadership.

Responsibilities

• Analyze, report and track information to identify data patterns and pain points.
• Support team with distilled insights to drive actionable recommendations.
• Engage stakeholders to interpret insights and implications.
• Develop and maintain listening programs, dashboards and data platforms.

Skills

Data analysis

Stakeholder comms

Root cause analysis

Voice of Customer

Statistical methods

Education

Bachelor's degree in analytics or related field

Tools

Qualtrics

Sigma

Adobe Analytics

Tealium

SQL

R/SAS

Tableau

Job description

REI is seeking a CX Insights Analyst II to deliver data-driven insights across Sales & Customer Support. You will analyze patterns from multiple data sources, identify customer pain points, and distill actionable recommendations for leadership and cross-functional teams.

Ideal candidates have 5+ years in analytics roles, strong VOC/ CX experience, and proficiency with Qualtrics, SQL and BI tools. Join a team focused on improving the customer journey with data-backed decisions.