Senior Customer Experience Analyst

Summary

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

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