CX Data System Admin/Analyst

Mountain America Credit Union•Sandy, UT

2d•Hybrid

About The Position

We are seeking a dedicated CX Data System Admin/Analyst to support our Customer Experience (CX) team through expert administration of the Qualtrics platform, as well as insightful survey, dashboard, and report design, and in-depth analysis of Voice of the Customer (VoC) trends across the organization. The ideal candidate is a strategic thinker with hands-on experience in Qualtrics and Power BI, capable of transforming member feedback into actionable business intelligence that drives experience improvements. They should also be proficient in data analytics languages and tools, including SQL, API integrations, and technologies such as Python, R, or JavaScript, to support data extraction, automation, and cross-platform insights.

Requirements

Bachelor’s degree in Data Analytics, Business Intelligence, Computer Science, or related field; or equivalent work experience.
Minimum 2 years of experience in data analysis, business intelligence, or customer experience analytics.
Proficiency in Qualtrics platform administration and dashboard/report development.
Experience with Power BI or similar data visualization tools.
Strong knowledge of SQL and relational databases.
Familiarity with API integrations and data automation processes.
Working knowledge of Python, R, or JavaScript for data analysis and reporting.
Ability to translate complex data into clear insights.
Strong communication and collaboration skills.

Responsibilities

Design and deliver impactful dashboards, visualizations, and reports using Qualtrics tools such as survey creation, dashboard reporting, AI Insights Explorer, Text iQ, and Online Relationship Manager.
Design, build, test, and troubleshoot surveys in Qualtrics, ensuring accuracy, functionality, and optimal user experience.
Serve as the primary administrator for the Qualtrics CX platform, including system governance, user management, documentation, and ongoing platform development.
Collaborate closely with CX team members to define reporting frameworks that empower CX Advisors and Consultants to deliver strategic insights to stakeholders.
Act as the CX team’s lead reporting analyst by integrating core system data with Qualtrics, Power BI, and other platforms via API connections.
Conduct regular audits of the Qualtrics system to ensure project organization, dashboard functionality, user access, and up-to-date documentation.
Analyze customer feedback, survey responses, and behavioral data to uncover trends, insights, and opportunities for experience improvement.
Perform advanced statistical analysis and market segmentation to identify member needs and behaviors.
Develop and maintain data-driven CX reporting strategies aligned with team and organizational goals.
Monitor industry benchmarks and the competitive landscape to assess customer experience performance.
Conduct market research to stay informed on evolving customer expectations and industry trends, data visualization best practices, and storytelling.