Senior Analyst, Market Research & CX

OG Consulting, Inc.; Philadelphia (Philadelphia County); On-site; USD 80,000 - 110,000; Full time

Job summary

OG Consulting, Inc. is seeking a Senior Analyst to join our team, focusing on CX analytics, NPS, and data-driven insights to optimize customer experiences for a telecommunications client.

You will synthesize data from multiple sources, develop dashboards, and translate findings into clear narratives for stakeholders; this Philadelphia-based role requires strong data and communication skills and involves cross-functional collaboration. This position is based in Philadelphia four days a week.

Qualifications

• Strong analytical ability to identify trends from large datasets.
• Experience with CX metrics (NPS, CSAT, etc.) and customer insights.
• Ability to build and maintain dashboards and recurring reporting.
• Ability to translate data into clear narratives for stakeholders.
• Experience with data storytelling and communicating insights effectively.

Responsibilities

• CX and NPS analysis to identify drivers and opportunities for improvement.
• Synthesize data from multiple sources to understand CX performance and trends.
• Create, maintain, and manage CX dashboards and reporting with accuracy.
• Translate findings into clear narratives and actionable insights for stakeholders.
• Partner with CX, Research, Analytics, and business teams to answer questions with data.

Skills

Analytical skills

CX experience

NPS experience

Reporting & Visualization

Data storytelling

Communication

Research knowledge

Tools

Excel

Tableau

Power BI

Job description

OGCisaboutiqueresearchandconsultingagencyspecializingindata drivenstrategy,quantitativeanalytics,andCustomerExperience(CX)programdesignandoptimization.Wepartnerwithsomeoftheworld’sleadingorganizationsacrossFinancialServices,SpecialtyRetail,Telecommunications,Hospitality,andSoftware,helpingthemgainadeeperunderstandingoftheircustomers,translateresearchintoactionableinsights,andimprovebusinessprocessesandcustomerexperiences.

Oneofourtelecommunicationsclientsisseekingananalytical,detail orientedSeniorAnalysttojointheirteam.Inthisrole,youwillsupporttheanalysisandmeasurementofcustomerexperience,withaparticularfocusonNPSandotherCXmetrics.Youwillworkacrossmultipledatasourcestoidentifytrends,uncoverkeydrivers,andtranslatefindingsintoclear,actionableinsightforstakeholders.

Thispositionisidealforastronganalyticalthinkerwhoisequallycomfortableworkingwithdataandcommunicatingwhatthatdatameans.Thesuccessfulcandidatewillbeabletomovebeyondreportingnumberstodevelopclearnarrativesaroundcustomerexperiencetrends,supportdashboardsandreporting,andworkcollaborativelywithstakeholderstoanswercomplexbusinessquestions.ThispositionisbasedinPhiladelphia4daysaweek.

• CX&NPSAnalysis:AnalyzeNPSandothercustomerexperiencedatatoidentifytrends,drivers,andopportunitiesforimprovement.

• DataSynthesis:Pulltogetherdataandsignalsfrommultiplesourcestodevelopaclearunderstandingofcustomerexperienceperformanceandtrends.

• Reporting&Dashboards:Create,maintain,andmanageCXdashboardsandrecurringreporting,ensuringdataisaccurate,relevant,andeasytointerpret.

• InsightDevelopment:Translateanalyticalfindingsintoclearnarrativesandactionableinsightsthatexplainthe"why"behindcustomerexperiencetrends.

• StakeholderSupport:PartnerwithCX,Research,Analytics,andbusinessstakeholderstounderstandkeyquestionsandprovidedata-drivenanswersandrecommendations.

• Research&Measurement:SupportongoingCXmeasurementinitiativesandpilotsastheclientevolvesitsapproachtounderstandingcustomerjourneysandexperiences.

• Cross-FunctionalCollaboration:Workacrossteamsanddatasourcestoconnectinformation,identifypatterns,andsupportbroaderCXstrategyanddecision-making.

• Experience:3–6yearsofexperienceinananalystrolewithinCustomerExperience,MarketResearch,ConsumerInsights,BusinessAnalytics,orarelatedfield.

• StrongAnalyticalSkills:Demonstratedabilitytoanalyzelargeorcomplexdatasets,identifymeaningfultrends,anddrawclearconclusionsfromdata.

• CX/NPSExperience:ExperienceworkingwithNPS,customersatisfaction,surveydata,CXmetrics,orsimilarcustomer-focusedmeasurement.

• Reporting&Visualization:StrongexperiencewithExceland/ordatavisualizationanddash boardingtoolssuchasTableau,PowerBI,orsimilarplatforms.

• DataStorytelling:Abilitytoturndataintoacompelling,easy-to-understandnarrativeandcommunicatethekeyimplicationstostakeholders.

• Communication:Strongwrittenandverbalcommunicationskills,withconfidencepresentingfindingsandinsightstocross-functionalteams.

• ResearchKnowledge:Understandingofquantitativeresearchandsurveymethodologies;experiencewithqualitativeresearchorjourneyresearchisaplus.

• ProblemSolving:Abilitytoworkwithmultipledatasources,investigateunexpectedfindings,andindependentlyidentifytheinformationneededtoanswerbusinessquestions.

• Organization&Adaptability:Strongorganizationalskillswiththeabilitytomanagemultipleprioritiesandadaptinafast-paced,evolvingenvironment.

• Location:MustbebasedinPhiladelphia,PA.