Sr Analyst Customer Insights
Core
Senior Analyst responsible for independently analyzing complex customer, operational, and business data to identify actionable opportunities that improve customer experience, loyalty, and business performance.
Role type
Senior IC Customer Insights Analyst
Builds
Strategic recommendations and executive-level narratives to drive customer experience improvement and retention.
Domain
Environmental services industry (waste management, recycling) + Customer Experience Analytics
Deliverable
dashboards & analysis
Required skills
Advanced statistical analysis, quantitative research methods, data manipulation, data visualization, survey methodology, significance testing, strategic thinking, storytelling
Preferred skills
Financial analysis and modeling, Medallia or similar CX software experience
Technologies
Excel, SQL, Denodo, Snowflake, SPSS, Python, R
Responsibilities
Design and execute advanced statistical analyses on VOC survey data and operational KPIs; Validate data quality and investigate anomalies; Integrate VOC, operational, financial, and customer data; Translate complex findings into actionable recommendations; Develop executive-ready narratives and presentations; Manage administrative aspects of the VOC program including vendor relationships and reporting portals; Partner with IT, BI, and data engineering teams to enhance analytics.
Seniority
Senior, hands-on IC