CX Data & Intelligence Analyst

Position summary

CX intelligence and analytics

• Serve as a subject matter expert for CX measurement, analytics, reporting, and insight generation.
• Maintain accuracy, integrity, and governance of customer feedback, survey, CRM, operational, and business data; develop integrated customer-experience views across sources and models.
• Design, develop, and maintain dashboards, scorecards, and reporting solutions for descriptive, diagnostic, and predictive insights.
• Connect customer perceptions, operational performance, and business outcomes; identify trends, drivers, risks, and opportunities to inform decisions.
• Manage website feedback projects, including the quarterly ACX web pop-up survey and other ad hoc intercept surveys.
• Coordinate with Digital Channel and IT to ensure Qualtrics surveys are set up properly and work with Agilent systems and website setup.
• Lead technical integration of ACX, CRM, and operational data; coordinate technical discussions with internal teams and survey-platform providers.
• Translate business questions into analytical approaches and recommendations; support strategic planning and decisions with customer intelligence.
• Educate stakeholders on Qualtrics, CX metrics, reporting standards, best practices, and guidance.

Minimum requirements

• Bachelor’s degree in Business, Analytics, Data Science, Statistics, Customer Experience, Marketing, or a related field, or equivalent professional experience.
• At least 5 years of experience in customer insights, business intelligence, analytics, customer experience, or related disciplines.
• Expertise in survey research, sampling, data quality and bias, predictive modeling, segmentation or clustering, multivariate analytics, and unstructured data processing.
• Experience using Qualtrics programs, reporting, and dashboards.
• Experience with survey, CRM, ERP, operational, and business datasets.
• Strong analytical, problem-solving, communication, presentation, and stakeholder management skills.
• Working knowledge of Customer Experience, Voice of Customer, customer feedback programs, and customer insight methodologies.

Preferred qualifications

• Qualtrics XM Certification is preferred.
• Experience with Power BI, Tableau, Qlik, Spotfire, or similar enterprise analytics and visualization tools is preferred.
• Experience with SQL, Python, or other analytical tools is preferred.
• Customer journey analytics, predictive analytics, text analytics, advanced reporting, NPS, CSAT, and Voice of Customer knowledge are preferred.
• Ability to influence decisions through insights and data storytelling is preferred.

Compensation

• The listed Canadian salary range is CAD $110,186–$194,381 per year; the role is also eligible for bonuses, stock, and benefits.
• Individual compensation within the range depends on work location and factors including job-related skills, experience, and relevant education or training.