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

Job summary

REI is seeking an CX Insights Analyst II to deliver data-driven insights that enhance customer experiences across Sales & Customer Support touchpoints. You will analyze diverse data sources, identify root causes, and articulate actionable recommendations to improve the customer journey.

The role supports program evaluation and technology-enabled CX initiatives, partnering across teams. Ideal candidates bring 5+ years in data analytics with strong skills in VOC, survey analytics, and BI tools,

Qualifications

• Bachelor’s degree or equivalent in analytics, data science, marketing analytics or related field.
• 5+ years in analytics, data science or insight roles, preferably retail/customer service.
• Experience with structured and unstructured data, VOC, CX, and listening programs.
• Strong communication skills and ability to influence senior leadership.
• Proficiency with Qualtrics, BI tools, and statistical software to analyze data.

Responsibilities

• Analyze, report, and track information to identify data patterns and customer pain points.
• Support SCS team with insights from programs and listening channels to drive recommendations.
• Engage stakeholders to interpret insights and impact on customer experience.
• Contribute to evaluating listening tools, LLMS and sentiment analysis.
• Assist in program solution development, tech implementations, and data integrity maintenance.

Skills

Data Analysis

SQL

Excel

Data Visualization

VOC / Survey Analytics

Tableau / BI Tools

Communication

Stakeholder Engagement

Project Coordination

Quality Management

Education

Bachelor’s degree or equivalent in analytics/related field

Tools

Qualtrics

Sigma

Adobe Analytics

Tealium

Tableau

SPSS

Job description

REI is seeking an CX Insights Analyst II to deliver data-driven insights that enhance customer experiences across Sales & Customer Support touchpoints. You will analyze diverse data sources, identify root causes, and articulate actionable recommendations to improve the customer journey.

The role supports program evaluation and technology-enabled CX initiatives, partnering across teams. Ideal candidates bring 5+ years in data analytics with strong skills in VOC, survey analytics, and BI tools,