CX Insights and Platform Analyst

Experian

1d•Remote

About The Position

Experian’s Customer Experience (CX) team places the Voice of Our Clients at the heart of the business. The CX Insights and Platform Analyst turns customer feedback and other experience signals into clear, actionable insight while administering and continuously optimizing the CX technology platform. The role combines analytics, Medallia platform administration, and emerging AI and automation capabilities. The analyst brings together survey feedback with conversational and operational data, connects experience signals with relevant business measures, and develops reporting that helps stakeholders understand and act on the client experience. The role also enables Medallia capabilities, including GenAI, to improve the speed, scale, and value of CX insight.

Requirements

Hands-on experience administering Medallia or another enterprise CX/VOC platform.
At least 3 years of experience combining customer feedback with conversational, operational, and other data to generate insight.
Proven ability to create role-based dashboards, reports, analyses, and stakeholder-ready presentations.
Strong quantitative and qualitative analysis skills, including verbatim analysis and root-cause identification.
Working knowledge of CX measurement, survey design, feedback operations, and data-quality principles.
Strong analytical, critical-thinking, and problem-solving skills, with the ability to provide clear business recommendations.
Comfort with structured data and data manipulation.
Advanced written, verbal, and presentation skills for technical and non-technical audiences.

Nice To Haves

Experience with Medallia reporting.
Exposure to GenAI, text analytics, conversational intelligence, or automation.
Ability to turn AI and automation opportunities into practical, scalable CX use cases.
SQL or similar querying skills.
Familiarity with BI and reporting tools such as Tableau, Power BI, Excel, or Salesforce.

Responsibilities

Combine Voice of the Customer, survey, conversational, and operational data to create a richer view of the client experience.
Analyze quantitative and qualitative data to identify themes, drivers, root causes, risks, and opportunities.
Link CX signals with operational and business measures to show experience and business impact.
Build and maintain role-based Medallia reports, dashboards, alerts, and insight views.
Translate stakeholder questions into focused analysis and clear, actionable recommendations.
Monitor survey performance, response rates, and data quality, and recommend improvements.
Partner with CX, Sales, Service, Operations, Product, and other teams on insight-led use cases.
Build, configure, test, deploy, and maintain Medallia surveys and reporting.
Administer Medallia access, configurations, reporting, alerts, and routine data feeds.
Maintain data integrity, platform standards, documentation, and CX data governance.
Work with data, technology, and vendor teams to resolve integration, platform, and reporting issues.
Act as a Medallia/CX platform subject matter expert, providing user guidance, training, and support.
Enable and optimize Medallia GenAI, text analytics, conversational intelligence, and emerging capabilities.
Develop AI and automation use cases that improve the speed, consistency, and scale of CX insight and operations.
Test new capabilities, assess their value and limitations, and turn successful use cases into repeatable processes.
Measure AI and automation quality, efficiency, adoption, and business value, and recommend improvements.
Support responsible implementation of AI-enabled CX solutions in line with governance and controls.
Track CX technology, GenAI, and automation developments and recommend relevant opportunities.