Senior Customer Experience Analyst

OG Consulting, Inc.; Philadelphia (Philadelphia County); Hybrid; USD 75,000 - 110,000; Full time

Job summary

OG Consulting, Inc. is seeking a Senior CX Analyst to advance NPS-focused insights and CX metrics from Philadelphia. You will analyze data, build dashboards, and translate findings into clear narratives for stakeholders, collaborating across CX, Research, and Analytics teams.

The role emphasizes data storytelling, strong communication, and hands-on use of Excel and BI tools, with Philadelphia-based work four days per week.

Qualifications

• 3–6 years of analyst experience in CX, market research, or related fields.
• Strong analytical skills with large datasets.
• Experience with CX/NPS metrics and survey data.
• Proficient in Excel; familiarity with Tableau/Power BI.
• Data storytelling and ability to translate data into insights.
• Excellent written and verbal communication.
• Knowledge of quantitative research and survey methodologies; qualitative experience is a plus.
• Ability to work across data sources and collaborate with stakeholders.
• Based in Philadelphia, PA.

Responsibilities

• CX & NPS analysis to identify trends and drivers.
• Data synthesis from multiple sources to understand performance.
• Reporting and dashboards creation and maintenance.
• Translate findings into narratives and actionable insights.
• Partner with CX, Research, Analytics to answer questions.
• Support CX measurement initiatives and pilots.
• Collaborate across teams to connect information and support CX strategy.

Skills

3–6 years experience

Strong analytical skills

CX / NPS experience

Reporting & Visualization

Data storytelling

Communication

Research knowledge

Problem solving

Organization & adaptability

Tools

Excel

Tableau

Power BI

Job description

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We partner with some of the world’s leading organizations across Financial Services, Specialty Retail, Telecommunications, Hospitality, and Software, helping them gain a deeper understanding of their customers, translate research into actionable insights, and improve business processes and customer experiences.

One of our telecommunications clients is seeking an analytical, detail-oriented Senior CX Analyst to join their team. In this role, you will support the analysis and measurement of customer experience, with a particular focus on NPS and other CX metrics. You will work across multiple data sources to identify trends, uncover key drivers, and translate findings into clear, actionable insights for stakeholders.

This position is ideal for a strong analytical thinker who is equally comfortable working with data and communicating what that data means. The successful candidate will be able to move beyond reporting numbers to develop clear narratives around customer experience trends, support dashboards and reporting, and work collaboratively with stakeholders to answer complex business questions. This position is based in Philadelphia 4 days a week.

Key Responsibilities

• CX & NPS Analysis: Analyze NPS and other customer experience data to identify trends, drivers, and opportunities for improvement.
• Data Synthesis: Pull together data and signals from multiple sources to develop a clear understanding of customer experience performance and trends.
• Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting, ensuring data is accurate, relevant, and easy to interpret.
• Insight Development: Translate analytical findings into clear narratives and actionable insights that explain the "why" behind customer experience trends.
• Stakeholder Support: Partner with CX, Research, Analytics, and business stakeholders to understand key questions and provide data-driven answers and recommendations.
• Research & Measurement: Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.
• Cross-Functional Collaboration: Work across teams and data sources to connect information, identify patterns, and support broader CX strategy and decision-making.

Qualifications & Experience

• Experience: 3–6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.
• Strong Analytical Skills: Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.
• CX / NPS Experience: Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.
• Reporting & Visualization: Strong experience with Excel and/or data visualization and dashboarding tools such as Tableau, Power BI, or similar platforms.
• Data Storytelling: Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.
• Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross‑functional teams.
• Research Knowledge: Understanding of quantitative research and survey methodologies; experience with qualitative research or journey research is a plus.
• Problem Solving: Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.
• Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt over in a fast‑paced environment.
• Location: Must be based in Philadelphia, PA.