Lead, Customer Experience Analytics & Insights (Remote)

Pearson; Austin (TX); Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience (CX) to translate customer feedback into actionable insights. You will leverage CX best practices, define data use cases, and identify gaps in data collection along the customer journey.

Key responsibilities include producing insights, dashboards, and reports for diverse stakeholders, applying statistics for segmentation, and leveraging AI/automation to enhance closed-loop feedback activities.

Qualifications

• Experience with CX measurement principles and techniques (NPS/CSAT).
• Experience with reporting, analysis, and data visualization tools (Tableau, Google Data Studio, Excel).
• Strong facilitation, communication, time management, and stakeholder relationship skills.
• Excellent problem-solving and critical-thinking abilities with the capacity to analyze complex information.
• Ability to connect analytical work to business priorities and outcomes.
• Experience supporting data, reporting, BI, or data warehouse initiatives.

Responsibilities

• Analyze customer experience data across products, units, and geographies to identify trends and opportunities.
• Develop actionable insights and reporting outputs that support defined use cases.
• Prepare and present analysis-based reports to stakeholders tailored to business needs.
• Design, build, and maintain self-service dashboards for teams to access CX insights.
• Apply statistical analyses for segmentation and deeper market understanding.
• Build and maintain topic models to illuminate end-to-end customer journeys.

Skills

CX measurement principles

Reporting & visualization

Stakeholder management

Problem solving

Business outcomes alignment

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 (CX) to translate customer feedback into actionable insights. You will leverage CX best practices, define data use cases, and identify gaps in data collection along the customer journey.

Key responsibilities include producing insights, dashboards, and reports for diverse stakeholders, applying statistics for segmentation, and leveraging AI/automation to enhance closed-loop feedback activities.