The CX Analyst supports the delivery and optimization of a seamless digital customer experience through a combination of analysis, program execution, and testing support
Partnering closely with CX leadership, this role leverages customer data, behavioral insights, and competitive analysis to identify opportunities that improve engagement, conversion, and customer satisfaction across the end-to-end customer journey
Initial areas of focus include supporting online content optimization efforts, managing customer-facing programs such as ratings & reviews, sampling campaigns, and contextual commerce, assisting with qualitative user studies and A/B testing execution, and supporting key vendor relationships
With exposure to cross-functional teams and evolving digital initiatives, this role offers the opportunity to build foundational expertise in digital customer experience, analytics, and optimization while expanding scope over time. 10% Perform ad hoc reporting based on the business needs and extract the proper data from relevant systems. 40% Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories. 25% Execute system changes for promotional activity. 25% Execute taxonomy changes in the system necessary to support new onboarding and business changes.

Must be eighteen years of age or older
Must be legally permitted to work in the United States
Experience managing multiple projects simultaneously across diverse groups, including UX design, creative, IT web development, and QA
Experience with cross-collaboration in a face-paced agile/scrum environment with site merchandising, web development engineers and user experience design teams to deliver new customer features and experiences on time and within budget
Experience identifying goals, metrics and analytics to measure product value
Experience conducting user research and testing to understand needs
Experience conducting competitive research and analysis
Hands-on experience with Adobe Analytics and/or ContentSquare
Experience with product and site review platforms like Bazaarvoice, PowerReviews, Yotpo, Sitejabber, Trustpilot, or similar
Familiarity with A/B testing, personalization and user research platforms such as Dynamic Yield, Optimizely, User Testing or something similar
Analytical mindset with the ability to communicate multiple data sources in a clear and actionable way
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job

Online Experience Analyst

Key skills