Customer Experience Analyst

Summary

Join OGC, a research and consulting agency specializing in data-driven strategy and customer experience (CX), as a CX Analyst. You will contribute to the rollout and optimization of CX programs by delivering insights and analysis that drive customer satisfaction and business performance. This role offers hands-on experience in CX methodologies, market research, and data analytics, supporting a global Voice of the Customer (VoC) program. You will analyze customer feedback, transform data into actionable insights, and enhance both customer experiences and internal processes. This is a full-time, remote position working East Coast hours.

Requirements

• Bachelor’s degree in Business, Social Sciences, Statistics, Computer Science, or a related field
• 2–4 years of experience in customer experience, market research, business analysis, or consulting
• Strong proficiency with Excel, Python, SQL, and data visualization tools (e.g., Tableau, Power BI)
• Fast learner with a demonstrated ability to adopt new tools and methodologies quickly
• Excellent attention to detail, with strong written and verbal communication skills
• Strong time management skills; able to balance multiple projects simultaneously
• Collaborative, self-motivated, and comfortable working both independently and within a team

Responsibilities

• Manage and support global Customer Experience (CX) programs in collaboration with cross-functional teams
• Oversee project timelines, ensuring smooth coordination across internal teams and external stakeholders
• Manage relationships with implementation vendors, tracking deliverables and performance
• Provide analytical support using tools like Excel, Python, and SQL to turn data into actionable business insights
• Design, test, and refine customer surveys based on client objectives and CX strategy
• Develop clear, executive-ready reports and dashboards using data from multiple sources
• Troubleshoot technical and operational challenges, manage vendor relationships, and optimize CX reporting platforms
• Communicate project updates, insights, and recommendations clearly to internal managers and client teams

Preferred Qualifications

• Experience working with CX platforms such as Medallia or Qualtrics is a significant advantage
• Familiarity with statistical tools (e.g., Stata, SPSS, R) and basic programming knowledge (e.g., XML, VBA) is a plus
• Experience in survey design, sampling strategies, and analyzing survey data is a plus

Benefits

This is a full-time, remote position working East Coast hours