Senior CX & Commercial Analytics Lead

Dobson Technologies; Oklahoma; On-site; USD 85,000 - 120,000; Full time

Job summary

Dobson Technologies is seeking a Senior Analyst to own the customer experience and commercial analytics. You will manage the Qualtrics NPS program, design surveys, and ensure automated, reliable reporting that informs leadership decisions.

You will build and maintain KPI scorecards for Customer Care, Back Office, and Service Delivery, partner with Finance and IT, and translate data into actionable insights for growth and efficiency. This role emphasizes automation and data integrity.

Qualifications

• 5+ years in analytics, business intelligence, or reporting for senior executives.
• Advanced Excel for modeling, analysis, and fast turnaround work.
• Strong SQL with the ability to write and troubleshoot queries against operational data.
• Hands-on experience with at least one BI platform such as Power BI, Tableau, Looker, or Qlik.
• Proven reliability on a fixed reporting cadence, including daily deliverables.
• Track record of building reporting where none existed before.
• Proven ability to present data to executives and defend the numbers.
• Comfortable in a growing environment with evolving processes.
• Preferred: Qualtrics administration or VOC platform experience.
• Preferred: telecoms/utilities experience.
• Preferred: contact center reporting (SL, occupancy, FCR, handle time).
• Preferred: billing, revenue, or cost-to-serve analysis exposure.
• Preferred: churn/retention/LTV analysis.
• Preferred: Python or R knowledge.

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.
• Set and defend benchmarks for every metric, including floor, target, and stretch, and run variance analysis.
• Maintain the KPI register documenting owner, source system, calculation logic, and benchmark basis for each measure.
• Replace manual pulls and hand-built spreadsheets with scheduled reporting and automated refreshes.
• Stand behind the accuracy of what leadership sees, including reconciliation across source systems.
• Partner with Finance, IT, Customer Care, Field Operations, and Sales to turn business questions into actionable analysis.

Skills

Advanced Excel

SQL

BI platforms

Python or R

Executive storytelling

Tools

Power BI

Tableau

Looker

Qlik

Python

R

Job description

Dobson Technologies is seeking a Senior Analyst to own the customer experience and commercial analytics. You will manage the Qualtrics NPS program, design surveys, and ensure automated, reliable reporting that informs leadership decisions.

You will build and maintain KPI scorecards for Customer Care, Back Office, and Service Delivery, partner with Finance and IT, and translate data into actionable insights for growth and efficiency. This role emphasizes automation and data integrity.