Partner with stakeholders to understand business needs and customer experience goals.
Analyze and interpret customer journey data across multiple sources to uncover meaningful insights.
Collaborate cross-functionally to deliver customer experience improvements.
Partner with a third‑party software vendor to integrate new data sources.
Support the development, testing and deployment of automated reporting solutions.
Mentor interns and more junior team members as needed.

Bachelor’s degree in business, customer experience, marketing, analytics or other related fields.
4+ years of experience in an analyst or similar role, with hands‑on experience using tools such as SQL and Power BI to analyze structured and unstructured data, build analysis or reports, and support business decision-making.
2+ years of experience applying customer experience (CX) insights, including translating findings into clear recommendations or actions.
Excellent communication and storytelling skills, with the ability to present complex data clearly to non-technical audiences.
Proven ability to manage complex workstreams while thriving in an agile, fast-paced environment.
Strong interpersonal skills and comfort collaborating across cross-functional teams.
Demonstrated curiosity and working knowledge of generative AI tools and their practical application in analytics.
Familiarity with CX/Voice of Customer platforms is considered an asset.
Formal CX training or certification is considered an asset.
Exposure to contact center data is preferred but not required.

Senior Analyst, Customer Journey Insights

Key skills