SCS Business & Customer Insights Analyst II

REI; Sumner (WA); On-site; USD 70,000 - 104,000; Full time

Benefits offered by this job

Employee discount

Health benefits

Retirement plan

Paid time off

Job summary

REI is seeking a CX Insights Analyst II to deliver data-driven insights across Sales & Customer Support. You will analyze patterns from multiple data sources, identify customer pain points, and distill actionable recommendations for leadership and cross-functional teams.

Ideal candidates have 5+ years in analytics roles, strong VOC/ CX experience, and proficiency with Qualtrics, SQL and BI tools. Join a team focused on improving the customer journey with data-backed decisions.

Qualifications

• Degree in analytics or related field is required.
• 5+ years in analytics or insight roles, preferably retail/customer service.
• Strong experience with VOC, CX and data-driven decision making.
• Proven ability to explain analyses to senior leadership.

Responsibilities

• Analyze, report and track information to identify data patterns and pain points.
• Support team with distilled insights to drive actionable recommendations.
• Engage stakeholders to interpret insights and implications.
• Develop and maintain listening programs, dashboards and data platforms.

Skills

Data analysis

Stakeholder comms

Root cause analysis

Voice of Customer

Statistical methods

Education

Bachelor's degree in analytics or related field

Tools

Qualtrics

Sigma

Adobe Analytics

Tealium

SQL

R/SAS

Tableau

Job description

Overview

The SCS (Sales & Customer Support) CX Insights Analyst II contributes to REI’s success by providing critical data insights, trends and analysis to enable data driven decision making, improve customer experiences across all SCS touchpoints, and support the evolution of the SCS team as we leverage technology to provide a seamless blend of expert human guidance and technology enabled solutions. The role acts a relentless advocate for our customers across their journey, identifying friction trends, quality and process improvements and utilizes voice of customer feedback/sentiment to drive action and prioritization of enterprise customer initiatives. The Analyst’s primary focus will be to complete recurring analysis, identify root causes of customer issues/pain points, and deliver concise, impactful summary of findings. Models and acts in accordance with the Co-op Way (values & mission).

Responsibilities and Qualifications

Responsibilities:

• Analyze, report, and track information to identify data patterns and customer pain points using multiple data sources, including structured and unstructured customer research, benchmarks, demographics, and internal operational data.
• Support SCS team share-outs with distilled insights from SCS CX Programs and listening channels to drive actionable, data-driven recommendations.
• Engage in dialogue with stakeholders to understand the scope and impact of potential causes or changes to the customer experience, aiding in the interpretation of insights.
• Participate in processes that drive ongoing evaluation and improvement in our listening programs, tools and dashboards (Customer intent/topic data, VOC, Quality Management).
• Contribute to developing program solutions, including technical implementation of new technology platforms, systems, tools, vendor onboarding and management, integration, and ongoing data integrity maintenance of the SCS ecosystem. Requires understanding of tools (e.g., Qualtrics, Sigma, Digital Analytics - Adobe, Tealium).
• Support managers with internal partner consultation, project coordination and execution, annual research, and budget planning.
• Provide collaborative ad-hoc decision support and represent the voice and needs of customers among internal partners.
• Monitor and evaluate accuracy and efficacy of listening tools, LLMS and sentiment analysis.
• Perform regular deep dives and root cause analyses of top customer pain points.
• Leverage metrics, feedback, and other data to understand the customer experience, identifying pain points and opportunities for improvement.

Qualifications:

• A college degree (Bachelor’s or equivalent work experience) is required with data analytics, data science, business analytics, statistics, or marketing analytics and research focus.
• 5+ years of experience in similar business analytics, data science or insight roles preferably within retail/customer service.
• Industry knowledge Quality, VOC, customer experience (CX), analytics, data, marketing, or other relevant experience/certifications.
• High empathy to see the world through the customers eyes. Acts as an advocate for customer in the interest of building a customer-centric culture.
• Effective written and verbal communication skills, including demonstrated ability to explain and defend data analysis at all levels within the organization, including senior leadership. Proven ability to adapt communication style to audience (both written & verbal).
• Experience completing in-depth analysis of structured & unstructured customer research data, identifying root cause of customer issues/pain points, and making recommendations on training opportunities, process improvements, and/or technology enhancements.
• Technical experience in five or more of the following tools/areas of discipline: Reporting and Analytics, SQL, Sigma, Qualtrics, R/SAS, Data Consolidation, Data Visualization, Voice Analytics, Text Analytics, Report Automation, Customer Satisfaction (VOC) Metrics, Advanced Excel skills.
• Ability to work independently and efficiently with a minimum of supervision. Ability to proactively manage expectations and work effectively in a collaborative, cross-divisional environment.
• Proven experience using survey platforms (such as Qualtrics, business intelligence programs (such as Tableau), and statistical software (such as SPSS) to analyze data. Intermediate to advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and Power Point.
• Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.
• Challenges the status quo, champions change and influences others to change.
• Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
• Works smart by setting effective work goals, establishing priorities, using resources efficiently, meeting deadlines, and proactively keeping others informed of work plans and progress.

Closing

At REI, we believe the outdoors is for all.

We are committed to becoming a fully inclusive, anti-racist, multicultural organization (https://www.rei.com/newsroom/article/rei-antiracist-multicultural-fully-inclusive-commitment) . We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees that demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here (https://foryourbenefit-rei.com/) for a detailed overview of benefits plans by employee profile.

Pay Range

$69,680.00 - $104,499.20 per year