CX Insights Analyst II: Data-Driven Customer Experience

Recreational Equipment, Inc.; Sumner (WA); On-site; USD 70,000 - 104,000; Full time

Benefits offered by this job

Employee discount

Health benefits

Retirement plan

Accrued time off

Job summary

REI is seeking a Sales & Customer Support CX Insights Analyst II to deliver data-driven insights across touchpoints, identify friction trends, and translate VOC and sentiment into actions that improve the customer journey.

You will partner with stakeholders, build dashboards, and guide improvements via analytics, SQL, Qualtrics, and Tableau. A strong analytics foundation and communication skills are essential in retail/customer service.

Qualifications

• A college degree (Bachelor’s or equivalent work experience) in data analytics, data science, statistics, or marketing analytics.
• Experience in analytics roles, preferably in retail/customer service.
• Strong communication and ability to explain data insights to senior leadership.

Responsibilities

• Analyze, report, and track information to identify data patterns and customer pain points across multiple data sources.
• Support SCS team with insights from listening channels to drive recommendations.
• Collaborate with stakeholders to interpret insights and understand impact on customer experience.
• Develop program solutions and implement new technology platforms and data integrity across the SCS ecosystem.

Skills

Data analysis

SQL

Qualtrics

Tableau

R/SAS

Excel

Communication

Tableau (BI)

Voice Analytics

Text Analytics

Data Visualization

VOC Metrics

Reporting and Analytics

Data Consolidation

Sigma

SPSS

Education

Bachelor’s degree in data analytics, data science, statistics or related

Tools

Qualtrics

Tableau

Sigma

SPSS

Job description

REI is seeking a Sales & Customer Support CX Insights Analyst II to deliver data-driven insights across touchpoints, identify friction trends, and translate VOC and sentiment into actions that improve the customer journey.

You will partner with stakeholders, build dashboards, and guide improvements via analytics, SQL, Qualtrics, and Tableau. A strong analytics foundation and communication skills are essential in retail/customer service.