Customer Experience Analyst

Robert Half

. Manage the day-to-day execution and analysis of customer experience listening programs across client and candidate journeys .

Posted 10/8/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $77,000 - $114,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience analysis, utilizing statistical methods and text analytics to derive insights from survey data. Proficient in managing customer experience programs and collaborating with cross-functional teams to enhance reporting and decision-making processes.

Highest-signal resume keywords

Customer Experience AnalysisStatistical MethodsText AnalyticsAdvanced Microsoft ExcelQualtrics Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data QualityQuantitative AnalysisQualitative AnalysisSurvey ResearchProcess ImprovementTrend AnalysisFrequenciesCross-TabulationsData PreparationCoding Frameworks

Soft Skills

Clear CommunicationCollaborationAttention to DetailProblem SolvingCuriosity

Tools & Technologies

Microsoft PowerPointQualtricsVisualization ToolsAI ToolsDashboard Maintenance

Industry Keywords

Customer InsightsMarket ResearchCustomer Experience ProgramsDigital InterceptsBehavioral Data

About the role

Key responsibilities & impact

Manage the day-to-day execution and analysis of customer experience listening programs across client and candidate journeys
Own recurring customer experience reporting cycles, including data preparation, quality assurance, summaries, and materials for CX leadership
Analyze survey results, trends, segments, and open-text feedback using statistical methods, coding frameworks, taxonomies, and validation rules
Create PowerPoint charts, tables, and summaries explaining patterns, changes, and areas for investigation
Use text analytics and AI tools for theme identification and summarization, validating outputs against source data and coding standards
Support report automation, dashboard maintenance, data-feed validation, and repeatable analysis and reporting improvements
Manage established customer experience survey programs, including programming, distributions, contact lists, suppression rules, workflows, and maintenance
Test survey links, logic, data capture, and workflow changes before launch and after major updates
Lead development, configuration, testing, monitoring, and analysis of digital intercepts with internal teams and external vendors
Engage vendors and internal partners on troubleshooting, testing, and program enhancements; maintain program documentation
Synthesize feedback, interaction, behavioral, and operational data for customer experience investigations
Lead focus groups and individual interviews through scheduling, note-taking, organization, and thematic synthesis
Conduct customer experience analyses and investigations to answer business questions and support decision-making
Monitor dashboards and structured and unstructured data sources for notable changes, emerging themes, and customer friction
Review reporting alerts and threshold changes, validate signals, document findings, and share results with the appropriate team
Partner with Customer Experience, Design, Digital, Technology, Data, and other teams on research and measurement initiatives

Requirements

What you’ll need

Bachelor's degree in business, marketing, research, analytics, social sciences, or a related field, or equivalent professional experience
5+ years in customer experience, customer insights, survey research, market research, analytics, or related work
Strong analytical judgment, quantitative and qualitative analysis, data quality, research fundamentals, problem solving, process improvement, and management of recurring workstreams
Clear written and verbal communication, collaboration across business, technical, and vendor teams, strong follow-through, curiosity, and attention to detail
Advanced Microsoft Excel and PowerPoint
Intermediate experience with Qualtrics or a comparable enterprise survey platform
Experience with visualization tools and statistical analysis, including frequencies, cross-tabulations, trend analysis, and related techniques
Experience with text analytics and artificial intelligence-assisted analysis
Successful completion of a background check as a condition of employment

Benefits

Comp & perks

Group health insurance benefits (medical, vision, dental)
FSA and HSA healthcare accounts
Life and accident insurance
Adoption and fertility assistance
Paid parental leave of up to 6 weeks
Short/long term disability
Paid time off for vacation, personal needs, and sick time
Up to 17 days of Choice Time Off (CTO) per calendar year for new hires, pro-rated based on hours worked and varying by years of service
Up to 11 paid holidays per calendar year
401(k) savings and investment plan or deferred compensation plan (if eligible)
Employer match of 100% on the first 3% of contributions for eligible employees
Discretionary annual bonus
Reasonable accommodation assistance for applicants with disabilities