Analyst, Digital Analytics & Customer Research

October 10, 2025

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About the position

Responsibilities

Provide updates on customer satisfaction trends and drivers of Net Promoter Score (NPS).
Create dashboards and analytical reports with insights and recommendations for leadership/internal clients.
Conduct ad-hoc analyses to address various business questions.
Design and implement ad hoc research projects to meet internal client needs, including online surveys and focus groups.
Moderate focus groups, one-on-one sessions, and in-person interviews with customers and employees.
Develop a long-term vision for a Voice of the Customer (VOC) and Customer Journey Analytics program.
Integrate multiple sources of customer interaction to present a holistic view of customer experience.
Select and manage research vendors that align with the holistic strategy.
Share relevant information across various departments to break down corporate silos.

Requirements

Bachelor's or Master's degree in Business Analytics, Industrial Engineering, Market Research, Customer Insights, Marketing, or similar fields.
1 year of work experience in an analytical field such as Business, Engineering, Mathematics, Economics, Revenue Management, Network Planning, Sales Strategy, or Customer Insights.
Experience using SPSS statistical software and online survey software, including Medallia and Qualtrics.
Skilled in Microsoft Office software (Word, Excel, Access, PowerPoint).

Nice-to-haves

Master's degree in Business Analytics, Industrial Engineering, Market Research, Customer Insights, Marketing, or similar fields.
Experience with feedback management systems/platforms.
Moderator experience.

Benefits

Health insurance
Dental insurance
Flexible spending account
Employee assistance program
Vision insurance
Pet insurance

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