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The Lead Specialist analyzes customer experience data to identify trends and inform strategic business decisions. They also design self-service dashboards and develop actionable insights to support data-informed decision-making across the organization.
The Lead Specialist, Business Analytics for Customer Experience (CX) leverages CX best practices and strong data analysis to ensure the business has actionable insights based on structured and unstructured customer feedback. They work closely with the business to:
Define use cases for new data models or views that empower teams to make decisions
Identify gaps and/or areas for growth in data collection across the end-to-end customer journey
Identify new sources of customer feedback for inclusion in aggregated CX analysis
Leverage AI and automation to increase engagement with closed feedback loop activities
Key Responsibilities
Analyze customer experience data across products, business units, and geographies to identify trends, patterns, and opportunities that inform strategic decisions.
Develop actionable insights and reporting outputs that support business-defined use cases and enable data-informed decision-making.
Prepare and present analysis-based reports to stakeholders, tailoring findings to business needs and audience priorities.
Design, build, and maintain self-service dashboards that enable business teams to access and interpret customer experience insights independently.
Apply statistical analysis techniques to support customer segmentation, audience deep dives, and other advanced analytical needs.
Build and maintain topic models that support business use cases and provide deeper visibility into the end-to-end customer journey.
Required Skills
Experience with Customer Experience measurement principles and techniques (including the use of the NPS and/or CSAT metrics).
Experience with reporting, analysis, and data visualization tools (ex. Tableau, Google Data Studio, Excel).
Demonstrated ability to facilitate discussions, communicate clearly, manage time effectively, and build strong stakeholder relationships.
Strong problem-solving and critical-thinking skills, with the ability to analyze complex information.
Ability to understand organizational priorities and connect analytical work to business outcomes.
Experience supporting data, reporting, business intelligence, or data warehouse initiatives.
Preferred Skills
Experience with Qualtrics or similar survey tooling
Familiarity with Jira and Confluence
Experience in using AI to capture and/or analyze customer behavior or feedback
Familiarity with web marketing: SEO, AdWords, Social Media tagging, UTM parameters
Data and data formatting: Proficient with multiple data formats: including JSON, XML and CSV.
Qualifications
BA or BS degree in Business, Communications, Information Systems, Data Science, Math or relevant experience
Experience as a CX Analyst, Business Analyst, or related role
Ability to manage multiple priorities and deadlines effectively
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:
The minimum full-time salary range is between $100,000 - $120,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Applications will be accepted through 14th of October. This window may be extended depending on business needs.
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