Data Analyst - Customer Experience Insights

Job Title: Data Analyst - CX Insights)Location: 51 Madison Ave, New York, NY 10010 (Hybrid Role 3 days)Duration: 4 Months Contract Possible extension or convert to full-timeJob Description:Seeking a customer experience (CX) Data Analyst Consultant to help transform customer, agent, and business research into actionable strategic insights that inform enterprise priorities and business decision-making.This role will support the democratization of insights across the enterprise by creating clear, actionable data products that can be utilized by leaders across the business.The ideal candidate combines data visualization skills, data science skills, an understanding of storytelling with data, and clear communication skills. They bring curiosity and diligence to address roadblocks and adapt to evolving technologies.Client is advancing an enterprise-wide effort to modernize how client, agent, and field leadership feedback is collected, synthesized, and activated across the business. Through a centralized insights approach, we are connecting research, feedback, and operational intelligence to provide business leaders with a clearer understanding of customer and agent needs, prioritize opportunities, and accelerate decision-making.As a CX Data Analyst Consultant on the Insights team, you will play a critical role in translating this growing body of intelligence into meaningful business impact.You will partner with experience strategy, research, analytics, technology, and business stakeholders to develop visualizations synthesizing multiple data sources across multiple platforms.Rather than conducting research in isolation, you will focus on making research actionable. You will work across quantitative and qualitative studies, customer and agent feedback, operational metrics, and existing research repositories to develop integrated visualizations that provide leaders with deeper understanding about the state of the business.This role requires intellectual curiosity, strong business judgment, and the ability to work with speed and independence. You must be comfortable working with large sets of data, both structured and unstructured, to build reports in a dashboard, with an understanding of how to use AI as a force multiplier. A bonus will be a candidate that is familiar with customer feedback data ranging from surveys to call transcripts.The successful candidate will bring a data-driven approach to problem-solving, data storytelling skills, and a demonstrated ability to build a scalable dashboard program.Responsibility:Develop Powerful DashboardsCollect feedback from business stakeholders to design the dashboardTranslate business requirements into intuitive, meaningful, and actionable visualizationsApply data visualization best practices to communicate complex information clearly and effectivelyDevelop calculations, filters, and interactive features that enable users to explore and interpret dataTest functionality, identify and resolve issuesOptimize dashboard functionality, usability, accessibility, and performanceCollaborate with stakeholders to refine dashboard requirements and incorporate user feedbackData Gathering and IntegrationIdentify, access, and retrieve relevant data from multiple internal and external sourcesUnderstand enterprise data structures, source systems, and data relationshipsIntegrate information from disparate sources to create comprehensive and consistent datasetsEvaluate data availability, reliability, completeness, and suitability for reporting and analysisCollaborate with business stakeholders and technical teams to identify data requirements and resolve data accessibility challengesData Preparation and TransformationClean, standardize, and transform survey and unstructured data into structured, analysis-ready datasetsIdentify and resolve data inconsistencies, duplicates, missing values, and formatting issuesCombine, aggregate, and organize datasets to support reporting and analytical requirementsDevelop and maintain repeatable data preparation and transformation processesApply data modeling principles to ensure accuracy, consistency, and efficient reportingDocument data transformation logic, business rules, and data definitionsData Analysis and InterpretationAnalyze complex datasets to identify trends, patterns, relationships, and actionable insightsApply analytical and statistical techniques to identify anomalies, performance drivers, and opportunities for improvementTranslate business questions into analytical approaches and measurable outcomesCommunicate analytical findings and recommendations to technical and non-technical stakeholdersData Refresh, Automation, and MaintenanceDevelop and maintain processes to ensure dashboard data is updated accurately, consistently, and on scheduleMonitor refresh schedules and reporting processes to ensure reliability and availabilityTroubleshoot data connectivity, processing, and refresh issuesMaintain and enhance existing dashboards as business requirements, data sources, and reporting needs evolveData Quality, Validation, and GovernanceEstablish and execute data validation and reconciliation procedures to ensure reporting accuracyIdentify, investigate, and resolve discrepancies between source data and dashboard outputsApply established data governance, security, and access management standardsMaintain consistent metric definitions, calculation methodologies, and reporting standardsDocument data sources, processing logic, dependencies, and quality controlsPartner with data owners and stakeholders to address data quality concerns and improve confidence in reported informationBusiness Requirements and Stakeholder CollaborationPartner with business stakeholders to understand reporting needs, operational processes, and strategic objectivesGather, document, and translate business requirements into technical and analytical specificationsRecommend appropriate metrics, reporting structures, and visualizations based on business needsPresent analytical insights and dashboard functionality to stakeholders with varying levels of technical expertiseManage enhancements, prioritize requests, and support continuous improvement of reporting capabilitiesProvide user guidance and support to encourage effective adoption of dashboards and analytical toolsRequirement:At least 3 years of professional experience in data visualization and data science, ideally within financial services or another complex, regulated industryDemonstrated ability to develop clear dashboards, supported by data pipelinesExperience in Tableau, scripting languages such as R, Python, SQL. Ideally a candidate is familiar with QualtricsDetail-oriented approach to development and testing of dashboards, and other data productsExceptional written and oral communication and executive storytelling skills, with demonstrated experience creating strategic presentations, executive briefings, and recommendations for senior leadershipStrong business acumen and the ability to quickly understand complex business models, customer relationships, distribution channels, and operational dynamicsProficiency with AI-powered tools and technologies to accelerate research, synthesize complex information, identify actionable insights, and enhance efficiency, with a strong emphasis on critical evaluation and accuracyStrong proficiency in PowerPoint and Excel, including the ability to create polished, executive-ready presentations and interpret quantitative analysesExcellent stakeholder management, collaboration, and communication skills, with the ability to influence without direct authorityAbility to work independently, manage ambiguity, prioritize competing requests, and deliver high-quality work at speed