Customer Experience Data & Insights Analyst

Lets introduce ourselves

The Customer Experience (CX) Data & Insights Analyst plays a critical role in transforming customer feedback operational data and competitive benchmarks into clear actionable insight that drives measurable business improvement. Supporting the Manager CX Data & Insights this role ensures that the true Voice of the Customer is accurately captured analyzed and translated into structured performance narratives that make customer reality visible and undeniable across the organization. Through attentive data governance analytical acumen and cross-functional collaboration the position strengthens decision-making supports performance accountability and ensures that CX strategy is grounded in objective data-backed truth.

This role is located in Mahwah NJ.

What youll do

- Analyze and synthesize Voice of Customer data (J.D. Power OSAT NPS survey verbatims operational data Care) in close collaboration with the commercial digital teams to identify performance drivers and root causes.
- Support the development and maintenance of CX dashboards scorecards and performance reporting tools.
- Translate complex data into clear executive-ready insights that connect CX performance to commercial and financial outcomes.
- Ensure data accuracy consistency and governance across CX reporting platforms.
- Proactively identify emerging trends risks and opportunity areas across regions and retailers.
- Partner with CX Governance and Programs teams to provide insight-based recommendations for targeted improvement initiatives.
- Support competitive benchmarking and cross-industry analysis to elevate performance standards.
- Prepare structured performance narratives for senior leadership.
- Collaborate with regional CX leads to validate findings and ensure alignment between data insights and field reality.
- Contribute to continuous improvement of CX measurement frameworks and KPI architecture (Close-The-Loop Action Plans etc.)
- Collaborate with Commercial Digital teams on data streams and validation (survey deliveries etc.)
- Strengthen the organizations ability to move to data-backed action.

What youll bring

- 35 years of experience in data analytics customer experience analytics business intelligence or performance management.
- Strong analytical skills with ability to interpret quantitative and qualitative data.
- Experience working with survey platforms and performance measurement systems.
- Advanced Excel and PowerPoint skills; familiarity with BI tools (e.g. Tableau Power BI) a plus.
- Ability to connect data insights to business strategy and financial implications.
- Strong attention to detail and data governance discipline.
- Clear structured communication skills with executive presentation capability.
- Comfort working in a cross-functional matrix organization.

You might also have:

- Experience with J.D. Power Medallia or other Voice of Customer platforms.
- Automotive or premium retail experience.
- Exposure to KPI architecture design or bonus performance linkage.
- Experience in competitive benchmarking or consulting-style analysis.

Salary Range:
$82947 to $115044

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Compensation is determined based on experience qualifications internal equity location and company guidelines