Experience Analytics Lead: CX & EX Insights

Erie, PA; Erie (Erie County); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401K

Paid Time Off

Holidays

Leave policies

Voluntary Benefits

Employee Assistance Program

Wellness Program

Gradifi student loan plan

Rewards & Recognition

Job summary

ERIEBANK is seeking an Experience Analytics Officer to lead the analysis of customer and employee experiences across digital, branch, and call center channels. The role drives insights for senior leadership, manages survey vendors, and creates engaging visualizations to inform strategic improvements.

The position requires a strong background in data Analytics, visualization, and cross-functional collaboration to deliver measurable impact on client and employee experiences.

Qualifications

• Bachelor’s degree in Business Analytics, Data Science, Finance, Psychology, or related field.
• 5+ years of experience with client experience and/or quality data analysis and research.
• Experience with survey vendor management and data analytics platforms.
• Strong data visualization and storytelling skills with dashboards.

Responsibilities

• Oversee value-driven data analytics for the Experience team.
• Design and manage analytics initiatives with experience goals across the organization, including NPS, eNPS, CSAT, VoC.
• Support Marketing to track and analyze relevant data and ROI.
• Create/maintain executive dashboards for KPIs, reporting, and insights.
• Communicate findings clearly to technical and non-technical audiences to illustrate human stories behind data.
• Ensure stakeholders have timely, relevant data to guide experience improvements.

Skills

SQL

Power BI

Python/R

Tableau

Education

Bachelor’s degree in Business Analytics or related field

Tools

SQL

Power BI

Python

Tableau

Job description

ERIEBANK is seeking an Experience Analytics Officer to lead the analysis of customer and employee experiences across digital, branch, and call center channels. The role drives insights for senior leadership, manages survey vendors, and creates engaging visualizations to inform strategic improvements.

The position requires a strong background in data Analytics, visualization, and cross-functional collaboration to deliver measurable impact on client and employee experiences.