Remote CX Analytics Lead: Data Insights & Dashboards

Pearson; Richmond (VA); Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to transform customer feedback into actionable insights. You will define data use cases, identify gaps in data collection, and leverage AI to enhance engagement with closed-loop feedback across the global customer base.

The role emphasizes building dashboards, cross-functional collaboration, and applying advanced analytics to improve customer journeys and business outcomes.

Qualifications

• Experience with CX measurement principles and techniques (NPS/CSAT).
• Experience in reporting, analysis, and data visualization (Tableau, Google Data Studio, Excel).
• Ability to facilitate discussions, communicate clearly, manage time, and build stakeholder relationships.
• Strong problem-solving and critical-thinking skills with the ability to analyze complex information.
• Ability to connect analytical work to business outcomes.
• Experience supporting data, reporting, BI, or data warehouse initiatives.
• Experience with Qualtrics or similar survey tooling.
• Familiarity with Jira and Confluence.
• Experience using AI to analyze customer behavior or feedback.
• Familiarity with web marketing concepts (SEO, AdWords, UTM tagging).
• Data formatting: JSON, XML, CSV.

Responsibilities

• Analyze customer experience data across products, business units, and geographies to identify trends and opportunities informing strategic decisions.
• Develop actionable insights and reporting outputs that support use cases and data-informed decisions.
• Prepare and present analysis-based reports to stakeholders, tailoring findings to business needs.
• Design, build, and maintain self-service dashboards for teams to access CX insights.
• Apply statistical analysis for customer segmentation and in-depth analyses.
• Build and maintain topic models to provide deeper visibility into the customer journey.

Skills

NPS/CSAT metrics

Tableau

Google Data Studio

Excel

AI in CX

Web marketing tags

JSON/XML/CSV formats

Data analysis

Education

BA/BS in Business, Communications, IS, Data Science, Math

Tools

Tableau

Google Data Studio

Excel

Jira

Confluence

Qualtrics

Job description

Pearson is seeking a Lead Specialist, Business Analytics for Customer Experience to transform customer feedback into actionable insights. You will define data use cases, identify gaps in data collection, and leverage AI to enhance engagement with closed-loop feedback across the global customer base.

The role emphasizes building dashboards, cross-functional collaboration, and applying advanced analytics to improve customer journeys and business outcomes.