Senior Customer Experience Specialist / Data Analyst - Manpower San Diego : Job Details

Summary

Our team is looking for a Senior Customer Experience (CX) Data Analyst. The person in this role will leverage your expertise in data analysis, SQL, and statistical modeling to provide actionable insights that enhance customer experience and drive business decisions. You will work closely with cross-functional teams to analyze customer data, identify trends, and deliver strategic insights that inform, guide and influence short and long-term business decisions across functions. The ideal candidate will be passionate about customer experience, curious for uncovering new trends and insights, highly analytical and detail oriented, and a strong problem-solver who thrive in solving challenges independently.

Key Responsibilities

• Design and analyze customer centric metrics to build insights and recommendations for improving customer experience.
• Conduct moderate to complex statistical analysis as it relates to customer engagement and lifecycle behavior, including descriptive statistics, correlation, regression and predictive models, to assess the impact of various factors on customer satisfaction and loyalty.
• Transform research findings into actionable insights and effectively communicate recommendations to both technical and non-technical audiences across the organization.
• Establish performance dashboards to track our progress along the customer journey.
• Build scalable processes and systems that enable stakeholders to leverage data and act upon insights.
• Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques.
• Keep internal clients proactively informed on the progress of projects.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Requirements

• Bachelor's or Master's degree in Mathematics, Statistics, Data Science, Economics, Business Analytics, or a related field.
• Proven experience (3+ years) in data analysis, with a focus on customer experience, commercial and operations, finance or related fields.
• Strong proficiency in SQL, with the ability to write and optimize complex queries.
• Knowledge of statistical analysis including regression analysis, hypothesis testing, and predictive modeling and experience with statistical tools (e.g. R/Python).
• Experience with data visualization tools (Tableau preferred).
• Excellent analytical and problem-solving skills; organized with high attention to detail.
• Ability to communicate effectively and succinctly across multiple technical and non-technical business units.

Preferred Qualifications

• Familiarity with customer experience metrics like NPS, CSAT, and CES.
• Experience in VoC analytics, customer insights, market research, or similar fields.
• Familiarity with NLP (Natural Language Processing) concepts and tools.
• Experience in programming languages such as Python or R for statistical analysis.
• Experience with CRMs and continuous process improvement.