Senior eCommerce Insights Analyst — Customer Experience

Expert Technology Services; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Expert Technology Services seeks an eCommerce Product Insights Senior Analyst to transform customer feedback into actionable insights that improve online journeys. You will combine VoC analytics, surveys, and customer research to identify trends and report findings to product, design, and leadership teams.

You will analyze large datasets, monitor feedback channels, conduct root-cause analyses, create executive dashboards, and guide survey design while ensuring data quality.

Qualifications

• Bachelor's degree required or equivalent.
• 3+ years in Customer Insights, VoC, Market Research, UX Research, or Digital Analytics.
• Experience with Medallia or similar VoC/Experience Management platforms.
• Proficiency in survey design, methodology, and customer experience metrics (NPS, CSAT, sentiment).
• Advanced skills in PowerPoint and Excel or Google Sheets.
• Familiarity with Jira, Confluence, Tableau, Power BI, SQL preferred.

Responsibilities

• Transform customer feedback and digital experience data into actionable insights to improve online customer journeys.
• Combine VoC analytics, survey management, customer research, issue identification, and reporting.
• Analyze large datasets (qualitative and quantitative), identify trends, and validate findings.
• Monitor customer feedback channels and survey data for trends, pain points, emerging issues, and sentiment changes.
• Conduct root cause and thematic analysis to uncover customer experience opportunities.
• Perform ad hoc analyses and deep-dives to support business and leadership requests.
• Create executive-level presentations, dashboards, and reports summarizing customer insights.
• Translate complex feedback into actionable recommendations for business stakeholders.
• Present insights to Product, Design, Research, Engineering, Analytics, and leadership teams.
• Support survey design, implementation, optimization, and ongoing management.
• Ensure survey logic, targeting, and data quality for accurate results.
• Document reporting processes, methodologies, and best practices for consistency and scalability.
• Identify website defects, usability issues, and customer experience challenges using data analysis.
• Investigate and assess reported issues, collaborating with cross-functional teams for resolution.
• Utilize Medallia or similar Experience Management platforms for customer feedback analysis.
• Leverage digital analytics tools (e.g., Tableau, Power BI, SQL) for insight generation.
• Work collaboratively across Product, UX, Design, Engineering, and Analytics teams.
• Exhibit strong data analysis, problem-solving, project management, and communication skills.
• Manage multiple priorities in a fast-paced, collaborative environment.
• Maintain a customer-focused and data-driven approach to decision making.

Skills

VoC analytics

Survey design

Data visualization

SQL

Power BI

Tableau

Medallia

Executive presentation

Education

Bachelor's degree in Business, Marketing, Analytics, Statistics, Social Sciences, or related field

Tools

Jira

Confluence

Tableau

Power BI

SQL

Job description

Expert Technology Services seeks an eCommerce Product Insights Senior Analyst to transform customer feedback into actionable insights that improve online journeys. You will combine VoC analytics, surveys, and customer research to identify trends and report findings to product, design, and leadership teams.

You will analyze large datasets, monitor feedback channels, conduct root-cause analyses, create executive dashboards, and guide survey design while ensuring data quality.