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Customer Experience Analyst

Customer Experience Analyst

VusionGroupCoppell, TX, US
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Customer Experience Analyst

Are you ready to develop the future of retail? As the world's leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainableand in doing so, enable more positive commerce.

VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one teamagile thinkers, tech makers, and change agentswe can build the largest retail IoT platform in the world.

Job Description

We build. We create impact. We are seeking a detail-oriented and data-driven Customer Experience Analyst to join our growing SaaS organization. The CX Analyst will be responsible for gathering, analyzing, and presenting insights that drive strategic and tactical improvements across the customer journey. This role will play a critical part in supporting enterprise-level customer initiatives, enabling value measurement, and identifying key drivers of satisfaction, retention, and adoption.

The ideal candidate is passionate about using data to solve problems, has a strong foundation in customer experience metrics, and thrives in a collaborative, cross-functional environment.

  • Analyze customer feedback from various channels (NPS, CSAT, surveys, usage data, support tickets) to uncover trends and root causes.
  • Build and maintain dashboards and reports to track KPIs across the customer lifecycle, including engagement, health scores, and retention metrics.
  • Partner with CX leadership to measure and communicate customer value realization and service impact.
  • Identify friction points in the customer journey and recommend process or product enhancements.
  • Support Voice of Customer (VoC) programs by managing surveys, performing sentiment analysis, and consolidating insights.
  • Collaborate with cross-functional teams (Product, Marketing, Support, CS) to drive continuous improvement initiatives based on data findings.
  • Assist in the preparation of executive summaries, customer QBR data, and board-level reporting.
  • Ensure data integrity and accuracy in all CX-related reporting tools and platforms.

Qualifications

Qualifications we're looking for.

  • Experience :

    • 35 years of experience in data analytics, customer experience, or business intelligence roles in a SaaS or technology-driven environment; or 3-5 years experience as Industrial Engineer in a retail environment of scale.

  • Skills :

    • Proficiency with data visualization tools (e.g., Tableau, Power BI, Looker) and CRM / CX systems (e.g., Salesforce, Smartsheet, etc).

  • Strong analytical skills and experience working with large datasets using SQL, Excel, or similar tools.
  • Excellent communication and storytelling skills to translate insights into actionable business recommendations.
  • Abilities :

    • Familiarity with customer success and experience metrics such as NPS, CSAT, churn, and health scores.

  • Education :

    • Bachelor's degree in Data Science, Business Administration, Industrial Engineering, or a related experience.

    Preferred Qualifications

  • Experience working in a SaaS environment with enterprise customers.
  • Knowledge of journey mapping or service design principles.
  • Experience with survey tools (e.g., Qualtrics, SurveyMonkey) and text analytics software.
  • Exposure to customer lifecycle frameworks and value realization methodologies.

    • VusionGroup has an international presence in 19 countries. In joining us, you'll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.

    The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commercetogether.

    VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including :

  • Generous paid time off (PTO) : 35 days PTO to enable work / life integration and promotes a culture of trust.
  • Health & Wellness : Eligibility for benefits starting day one, plus retirement savings plans.
  • Financial future : While retirement savings plans vary by country, we help you plan for your future.
  • Family-First Support : Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
  • Hybrid work : Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
  • Time off to volunteer and give back to your community.
  • Career Growth : E-learning opportunities and workshops, and global mobility potential.
  • Commute benefits : up to $100 / month per employee for commuting expenses.
  • Philanthropy : Our company matches employee donations up to $500 per year for causes close to your heart.

    • All your information will be kept confidential according to EEO guidelines.

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    Customer Experience • Coppell, TX, US