Customer Experience Data Analyst (Contract)

Delta Dental of New Jersey•Parsippany-Troy Hills, NJ

About The Position

The Customer Experience (CX) Data Storyteller plays a pivotal role in transforming complex customer data into compelling, narrative-driven insights that drive business growth and enhance customer loyalty. This position works collaboratively across the organization to analyze the end-to-end customer journey, identify key trends and pain points, and communicate findings in a way that inspires action. You will bridge the gap between raw data and strategic decision-making, ensuring the voice of the customer is at the forefront of our strategy.

Requirements

Bachelor’s degree in Marketing, Business Analytics, or a related field.
1-3 years of experience in data analytics, customer experience, or a related analytical role.
Demonstrated experience in data-led storytelling and conveying complex insights to diverse, non-technical stakeholders.
Proficiency in using SQL to work with large datasets.
Strong experience with data visualization tools (e.g., Tableau).
Experience working with Voice of the Customer (VoC) metrics (NPS, CSAT, etc.), surveys, and customer feedback.
Experience with customer experience platforms (e.g., Qualtrics, QuestionPro, Medallia).
Experience working with CRM data (e.g., Salesforce).

Responsibilities

Integrate and analyze large datasets from multiple sources, including customer surveys (NPS, CSAT), operational data, support case transcripts, and other feedback channels.
Map and analyze customer journeys to identify moments of friction and opportunities for improvement.
Utilize statistical analysis, AI/LLM, and Natural Language Processing (NLP) techniques to conduct trend, sentiment, and root cause analysis.
Monitor customer feedback to identify emerging issues and create a comprehensive picture of experience drivers.
Translate complex quantitative and qualitative data into clear, concise, and impactful narratives for technical and non-technical audiences, including executive leadership.
Develop and maintain scalable dashboards and data visualizations using tools like Tableau to track key CX metrics and tell an ongoing story of the customer experience.
Create and deliver engaging presentations, ad-hoc reports, and case studies that advocate for the customer and influence corrective actions and strategic initiatives.
Partner with cross-functional teams—including Product, Marketing, and Customer Support—to share insights, develop action plans, and measure the effectiveness of CX improvements.
Proactively evangelize customer insights and a customer-centric mindset throughout the organization.
Gather business requirements from stakeholders to ensure analytical and reporting efforts are aligned with key business objectives.