Remote Lead, Customer Experience Analytics

Pearson; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

Pearson is hiring a Lead Specialist, Business Analytics for Customer Experience (CX). This role leverages CX best practices and data analysis to deliver actionable insights from structured and unstructured feedback.

You will work with teams to define data models, identify gaps, source new feedback, and apply AI to close the loop. Responsibilities include analyzing CX data across geographies, building self-service dashboards, and presenting insights to drive business decisions.

Qualifications

• Experience with CX measurement principles (NPS/CSAT).
• Proficiency in reporting, analysis, and data visualization tools.
• Ability to facilitate discussions and manage stakeholder expectations.
• Strong problem-solving and critical-thinking skills.
• Ability to align analytical work with business priorities and outcomes.
• Experience supporting BI or data warehouse initiatives.

Responsibilities

• Analyze CX data across products, units, and geographies to identify trends and opportunities.
• Develop actionable insights and reporting to support use cases.
• Prepare and present analysis-based reports to stakeholders.
• Design, build, and maintain self-service dashboards for teams.
• Apply statistics for segmentation and advanced analytics.
• Build topic models to illuminate the end-to-end customer journey.

Skills

CX measurement

Data visualization

Stakeholder communication

Analytical problem-solving

Link analytics to business outcomes

BI/data warehouse experience

Education

BA/BS in Business/IS/Data Science

CX/Business Analyst experience

Tools

Qualtrics

Jira/Confluence

AI for customer analytics

SEO/AdWords/Web tagging

JSON/XML/CSV formats

Job description

Pearson is hiring a Lead Specialist, Business Analytics for Customer Experience (CX). This role leverages CX best practices and data analysis to deliver actionable insights from structured and unstructured feedback.

You will work with teams to define data models, identify gaps, source new feedback, and apply AI to close the loop. Responsibilities include analyzing CX data across geographies, building self-service dashboards, and presenting insights to drive business decisions.