Sr. Data Analyst - Customer Experience Analytics - Hybrid M-Th Dallas HQ

tbkbank; Dallas (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Triumph seeks a strategic and hands-on Senior Data Analyst to drive data-driven decisions across the organization, with dedicated support for Customer Experience initiatives. You will be a key member of the analytics team, delivering insights and scalable data solutions.

Work involves partnering with CX leadership, engineering, and product teams to uncover insights, build dashboards, and improve customer journeys through data storytelling and actionable recommendations.

Qualifications

• Bachelor's degree in Business, Finance, CS, Statistics, Data Analytics, or related field.
• 5–8 years of BI/analytics experience with data warehousing.
• Strong SQL and Python skills; ability to turn data into insights.

Responsibilities

• Serve as strategic analytics partner to CX leadership and stakeholders.
• Develop reporting, dashboards, and visualizations for executive decisions.
• Validate outputs with data quality checks and lineage tracing.
• Deliver insights through advanced analytics, forecasting, and storytelling.
• Contribute to executive reporting, planning, and strategic initiatives.
• Collaborate across teams to build scalable data solutions.
• Analyze VOC, customer interactions, and operational trends to drive CX improvements.
• Provide recommendations to improve customer journeys and service delivery.
• Partner with CX leadership to define CX KPIs and outcomes.
• Work with platforms such as Amazon Connect, Pendo, Level AI when applicable.

Skills

Advanced SQL

Python

Data storytelling

KPI development

Executive guidance

Education

Bachelor's degree in Business/CS/Statistics

Master's degree preferred

Tools

Snowflake

SQL Server

Oracle

Amazon Connect

Pendo

Level AI

Job description

Sr. Data Analyst - Customer Experience

Location: Dallas, TX (Headquarters)

Join Triumph!

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That's why we're looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

Sr. Data Analyst - Customer Experience

Location: Dallas, TX (Headquarters)

Join Triumph! Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. Triumph is looking for a strategic and hands‑on Senior Data Analyst to help drive data‑informed decisions across the organization. This position serves as a key member of the enterprise analytics team with dedicated support for Customer Experience initiatives while contributing to broader enterprise analytics priorities as business needs evolve.

Day in the Life

You'll work closely with Customer Experience leadership, senior business leaders, engineering, and product teams to uncover insights, improve reporting, and support high‑impact business initiatives. Your work will help identify what drives customer satisfaction, retention, growth, operational excellence, and overall business performance. From building scalable analytics solutions and developing customer‑focused reporting to presenting executive‑level recommendations, you'll help shape a more customer‑centric organization through data‑driven decision making.

What You'll Be Doing

• Serve as a strategic analytics partner to Customer Experience leadership and key business stakeholders, regularly engaging with end users to understand how work gets done and uncover the business context behind analytical findings.
• Develop reporting, dashboards, and visualizations that support executive decision‑making and provide visibility into customer and business performance.
• Validate analytical outputs through rigorous data quality checks and reconciliation processes, with the ability to trace reports, dashboards, and metrics back to underlying data to build stakeholder confidence and trust.
• Deliver actionable insights through advanced analytics, forecasting, statistical analysis, and data storytelling.
• Contribute to executive and board‑level reporting, strategic initiatives, and business planning efforts.
• Collaborate across teams to create efficient, data‑driven solutions that deliver both customer and business value.
• Analyze Voice of Customer feedback, customer interactions, operational trends, and business performance data to identify drivers of customer satisfaction, retention, growth, and operational excellence.
• Deliver recommendations that improve customer journeys, service delivery, business processes, and long‑term client relationships.
• Partner closely with Customer Experience leadership to define, measure, and improve customer‑centric KPIs, service performance metrics, and customer outcomes.
• Work with customer experience and customer interaction datasets from platforms such as Amazon Connect, Pendo, Level AI, and similar technologies when applicable.
• Aggregate and analyze data from multiple systems to support strategic enterprise initiatives.
• Build and maintain scalable datasets, ETL processes, semantic models, and data pipelines.
• Partner with technology and business teams to improve automation, analytics capabilities, and data infrastructure.
• Leverage AI‑enabled development tools, automation capabilities, and advanced analytics technologies to improve efficiency and accelerate insight generation.
• Ensure data quality, governance, and reporting accuracy through documented processes.
• Serve as a subject matter expert on transportation data and enterprise analytics strategy.
• Mentor and support analysts by sharing best practices and encouraging professional growth.

What Makes You a Great Fit

• Bachelor's degree in Business, Finance, Computer Science, Statistics, Data Analytics, or a related field; Master's degree preferred.
• Demonstrated success influencing business decisions through data analysis, KPI development, executive recommendations, and measurable business improvement initiatives.
• 5-8 years of experience in business intelligence, analytics, or data warehousing.
• Transportation, logistics, freight, fintech, or related industry experience preferred.
• Strong understanding of customer experience measurement, customer journey analytics, Voice of Customer programs, customer retention, and service performance metrics.
• Advanced analytical and statistical skills with the ability to turn data into actionable insights.
• Advanced SQL skills and experience working with relational databases such as Snowflake, SQL Server, or Oracle.
• Strong programming skills in Python or similar languages.