Senior Analyst — Customer Experience & Commercial Analytics

Dobson Fiber; Oklahoma City (OK); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Dobson Fiber is seeking a Senior Analyst to own customer experience and commercial analytics, automating recurring reports and delivering actionable insights to executives. You will manage the Qualtrics NPS program and coordinate with Finance, IT, Care, Field Ops, and Sales to turn questions into impact-driven analysis.

The role requires 5+ years in analytics, strong SQL, advanced Excel, and hands-on BI tooling experience, with a bias toward building new reporting foundations and defending data

Qualifications

• 5+ years in analytics, BI, or reporting with direct ownership of recurring executive reporting.
• Advanced Excel for modeling, analysis, and fast turnaround work.
• Strong SQL with ability to write and troubleshoot queries against operational data.
• Hands-on experience with at least one BI platform (Power BI, Tableau, Looker, or Qlik).
• Proven ability to present data to executives and defend the numbers behind it.

Responsibilities

• Own the Qualtrics NPS program end to end, including survey design, distribution logic, sampling, response rates, scoring, and closed loop follow up.
• Run the daily survey operation, including deployment, data quality checks, and exception handling.
• Analyze verbatim and driver data to identify what moves the score, and route findings to the accountable function.
• Own the Customer Care scorecard covering queue performance, service level attainment, agent productivity, quality outcomes, and volume trends.
• Own the back-office scorecard covering billing operations, order management, and revenue assurance performance.
• Own service delivery reporting covering install and provisioning cycle time, jeopardy and missed commitments, repeat truck rolls, and repair performance.

Skills

SQL

Excel

BI tools

Python/R

Tools

Power BI

Tableau

Looker

Qlik

Job description

Dobson Fiber is seeking a Senior Analyst to own customer experience and commercial analytics, automating recurring reports and delivering actionable insights to executives. You will manage the Qualtrics NPS program and coordinate with Finance, IT, Care, Field Ops, and Sales to turn questions into impact-driven analysis.

The role requires 5+ years in analytics, strong SQL, advanced Excel, and hands-on BI tooling experience, with a bias toward building new reporting foundations and defending data