Customer Experience (CX) Data Analyst

SPECTRAFORCE is recruiting for a client seeking a CX Data Analyst Consultant to turn customer, agent, and business research into actionable insights. The consultant will build and maintain dashboards, integrate and analyze data from multiple sources, and help business leaders use insights to guide decisions.

Responsibilities

• Collect feedback from business stakeholders to design the dashboard
• Translate business requirements into intuitive, meaningful, and actionable visualizations
• Apply data visualization best practices to communicate complex information clearly and effectively
• Develop calculations, filters, and interactive features that enable users to explore and interpret data
• Test functionality, identify and resolve issues
• Optimize dashboard functionality, usability, accessibility, and performance
• Collaborate with stakeholders to refine dashboard requirements and incorporate user feedback
• Identify, access, and retrieve relevant data from multiple internal and external sources
• Understand enterprise data structures, source systems, and data relationships
• Integrate information from disparate sources to create comprehensive and consistent datasets
• Evaluate data availability, reliability, completeness, and suitability for reporting and analysis
• Collaborate with business stakeholders and technical teams to identify data requirements and resolve data accessibility challenges
• Clean, standardize, and transform survey and unstructured data into structured, analysis-ready datasets
• Identify and resolve data inconsistencies, duplicates, missing values, and formatting issues
• Combine, aggregate, and organize datasets to support reporting and analytical requirements
• Develop and maintain repeatable data preparation and transformation processes
• Apply data modeling principles to ensure accuracy, consistency, and efficient reporting
• Document data transformation logic, business rules, and data definitions
• Analyze complex datasets to identify trends, patterns, relationships, and actionable insights
• Apply analytical and statistical techniques to identify anomalies, performance drivers, and opportunities for improvement
• Translate business questions into analytical approaches and measurable outcomes
• Communicate analytical findings and recommendations to technical and nontechnical stakeholders
• Develop and maintain processes to ensure dashboard data is updated accurately, consistently, and on schedule
• Monitor refresh schedules and reporting processes to ensure reliability and availability
• Troubleshoot data connectivity, processing, and refresh issues
• Maintain and enhance existing dashboards as business requirements, data sources, and reporting needs evolve
• Establish and execute data validation and reconciliation procedures to ensure reporting accuracy
• Identify, investigate, and resolve discrepancies between source data and dashboard outputs
• Apply established data governance, security, and access management standards
• Maintain consistent metric definitions, calculation methodologies, and reporting standards
• Document data sources, processing logic, dependencies, and quality controls
• Partner with data owners and stakeholders to address data quality concerns and improve confidence in reported information
• Partner with business stakeholders to understand reporting needs, operational processes, and strategic objectives
• Gather, document, and translate business requirements into technical and analytical specifications
• Recommend appropriate metrics, reporting structures, and visualizations based on business needs
• Present analytical insights and dashboard functionality to stakeholders with varying levels of technical expertise
• Manage enhancements, prioritize requests, and support continuous improvement of reporting capabilities
• Provide user guidance and support to encourage effective adoption of dashboards and analytical tools

Preferred

• A bonus will be a candidate that is familiar with customer feedback data ranging from surveys to call transcripts
• Experience in Tableau, scripting languages such as R, Python, SQL. Ideally a candidate is familiar with Qualtrics
• At least three years of professional experience in data visualization and data science, ideally within financial services or another complex, regulated industry
• Customer Feedback Data
• Survey Analysis
• Call Transcript Analysis
• Qualtrics
• Financial Services Experience
• Regulated Industry Experience

Benefits

• Hybrid work: NYC 51 Madison, 3 days per week.
• Opportunity to grow your career through various resources and programs.

Company

• Global staffing and workforce solutions company
• Raleigh, North Carolina, USA
• http://www.spectraforce.com/
• Founded in 2004
• 1001-5000 employees

Qualifications

• 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
• 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
• 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
• At least three years of professional experience in data visualization and data science, ideally within financial services or another complex, regulated industry
• Demonstrated ability to develop clear dashboards, supported by data pipelines
• Experience in Tableau, scripting languages such as R, Python, SQL
• Detail-oriented approach to development and testing of dashboards, and other data products
• Exceptional written and oral communication and executive storytelling skills, with demonstrated experience creating strategic presentations, executive briefings, and recommendations for senior leadership
• Strong business acumen and the ability to quickly understand complex business models, customer relationships, distribution channels, and operational dynamics
• Proficiency 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 accuracy
• Strong proficiency in PowerPoint and Excel, including the ability to create polished, executive-ready presentations and interpret quantitative analyses
• Excellent stakeholder management, collaboration, and communication skills, with the ability to influence without direct authority
• Ability to work independently, manage ambiguity, prioritize competing requests, and deliver high-quality work at speed
• A bonus will be a candidate that is familiar with customer feedback data ranging from surveys to call transcripts
• Experience in Tableau, scripting languages such as R, Python, SQL. Ideally a candidate is familiar with Qualtrics
• At least three years of professional experience in data visualization and data science, ideally within financial services or another complex, regulated industry.

Required skills

• Dashboard Development, Data Science, Data Storytelling, Data Visualization, Financial Services, Microsoft PowerPoint, Python, Qualtrics, R, SQL, Stakeholder Management, Tableau

Experience

• 3+ years