The Customer Experience Sr. Analyst is a professional role that applies deep disciplinary knowledge to improve processes, enhance workflows, and support strategic decision‑making across the function. This position requires strong analytical abilities, a solid capacity to structure and interpret information from multiple sources, and the skill to translate insights into clear, well‑organized, and visually compelling presentations.

The role demands proficiency in Excel, including pivot tables, dashboards, data organization and analysis, as well as a high level of attention to detail to ensure accuracy and clarity in reporting. Strong communication skills are essential to present findings effectively, influence stakeholders, and collaborate across teams. The analyst frequently assumes leadership responsibilities and supports coaching for new team members.

Responsibilities:

• Develop a deep understanding of business challenges and opportunities through partnership, active listening, and structured inquiry.
• Collaborate in designing effective research and analysis plans aligned to strategic priorities.
• Deliver standard and ad hoc reports to Senior Management and business partners, ensuring quality, clarity, and strong presentation.
• Sort, analyze, and organize data from multiple systems; design custom report formats and visualizations.
• Contribute to the re‑engineering of reporting processes through automation and efficient data structuring (e.g., using Excel tools such as pivot tables and dashboards).
• Manage and monitor customer experience metrics, identifying patterns and opportunities for improvement.
• Maintain and optimize reports, queries, and data feeds within reporting tools.
• Identify and escalate issues related to reporting applications, data integrity, and queries.
• Collaborate with cross‑functional partners to support business initiatives and analytical requests.
• Produce monthly trend reports with segment‑specific insights that are well‑structured and easy to interpret.
• Support survey analysis through data processing, interpretation, and insight generation.
• Ensure compliance with applicable laws, regulations, and internal policies, using sound ethical judgment in all interactions and analytical work.

Qualifications:

• 5–8 years of experience in customer experience, marketing analytics, or research.
• Experience leading projects or analytical workstreams, applying both qualitative and quantitative research methods.
• Proficiency in Excel (pivot tables, dashboards, data organization, data cleaning).
• Strong analytical thinking and ability to interpret information from multiple sources.
• Excellent communication and presentation skills, with ability to convert data into clear and actionable insights.
• High attention to detail and strong sense of data quality.

Education:

• Bachelor’s/University degree or equivalent experience.

The customer experience senior analyst is a professional role that requires rapid and in-depth learning in financial products, process improvement, and workflow optimization across the organization. This role requires expertise, critical thinking, and advanced ability to integrate insights from multiple data sources to support strategic business decisions.

A core expectation for this position is superior analytical capability, including the ability to extract, structure, and interpret complex information, as well as to build clear, compelling, and executive presentations with data-driven storylines.

Additionally, the role requires advanced proficiency in Excel, complex formulas, data modeling, pivot tables, dashboards, and automation techniques to generate reports efficiently.

The Sr analyst evaluated moderately complex and variable issues with substantial business impact and must weigh alternatives using multiple sources of information.

Effective communication skills are required to present findings, influence stakeholders, and lead collaborative discussions. The role frequently takes leadership responsibilities; therefore, accountability and ownership are vital across projects.

Responsibilities:

Customer First

• Manage and monitor customer experience metrics across key segments, conducting in-depth analysis to identify trends, risks, and opportunities for improvement.

• Analyze survey data, generating actionable insights and developing clear, structured reports to support decision-making.

Communicate Insights

• Develop and deliver monthly trend reports with segment-specific analysis, ensuring insights are accurate, data-driven, visually clear, and tailored for senior management and business partners.

• Escalate and resolve issues related to reporting tools, data integrity, and query logic to ensure the reliability of insights.

• Partner with cross-functional teams to support analytical needs and contribute to strategic business initiatives.

Collaborate in designing effective and representative research plans aligned with strategic objectives.

Operational Excellence & Data Governance

• Lead reporting process improvements through automation and optimization, leveraging advanced Excel and other analytical tools.

• Consolidate, transform, and analyze data from multiple systems, designing customized reports and visualizations to enhance clarity and usability.

• Maintain and optimize reporting assets, including reports, queries, and data feeds, ensuring accuracy and efficiency.

• Ensure compliance with applicable laws, regulations, and internal policies, applying sound ethical judgment in all analyses and recommendations.

Qualifications:

• Experience in customer experience, project management, marketing analytics, or research.
• Proven experience leading projects or products, with strong background in both qualitative and quantitative research.
• Advanced Excel skills (required): complex formulas, Power Query, pivot tables, dashboards, data modeling, automation, and data cleansing.
• Strong analytical thinking, with demonstrated ability to synthesize large datasets into actionable insights.
• Exceptional communication skills, critical thinking and the ability to translate complex analysis into clear and compelling presentations for senior audiences.

Education:

• Bachelor’s/University degree or equivalent experience.
• English professional level.

Job Family Group:

Marketing

Job Family:

Customer Experience:

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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