Data Analyst, Customer Experience
About The Position
HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com The Data Analyst, Customer Experience focuses on turning data from product usage, support, onboarding, and survey systems into insights and dashboards that drive decisions. They build reporting, run analyses, and help quantify the health and behavior of districts, schools, and classrooms using the platform. Working in Customer Experience the Data Analyst will be responsible for the following primary duties:
Requirements
- Bachelor’s degree in business, statistics, data analysis, education or a related field.
- 1-3 years’ experience working with complex visualization tools such as Tableau or PowerBI.
- Familiarity with a variety of reporting technologies (Excel, Tableau, Power BI, SQL, SSRS, etc.)
- Strong SQL and data manipulation skills; experience with BI / visualization tools.
- Comfort with statistics, experimentation, and hypothesis-driven analysis.
- Experience with CX/CS data (usage, tickets, CSAT/NPS, survey analysis, text data).
- Ability to communicate insights clearly to non-technical stakeholders (CS leadership, Product, Sales).
- Analytical mind with a problem-solving aptitude
- Demonstrated ability to follow through with tasks, promises, and commitments
- Good problem solving (error detection, root cause analysis, error correction), conceptual, analytical and decision-making skills
- Experience working with SQL and database management systems
- Familiarly working with data analysis, statistical modeling tools and techniques
Nice To Haves
- Familiarity with EdTech data nuances (district hierarchies, rostering, assessment data).
Responsibilities
- Pull and transform data from CRM, CS platform, product logs, and support tools to create datasets focused on customer health, adoption, and support experience.
- Build and maintain dashboards (e.g., Tableau, Power BI, Looker) to track CX KPIs (onboarding progress, usage, CSAT/NPS, ticket volume & SLAs). This will include close partnership with cross functional teams like management and RevOps.
- Analyze usage and outcomes at district/school/teacher levels to identify segments at risk, high-value advocates, or opportunities for cross-sell.
- Develop and refine customer health scores, churn/renewal propensity models, and onboarding risk signals.
- Partner with CX, Marketing, and Product to design A/B tests (e.g., new onboarding email sequence, revised support flows), analyze results, and recommend actions.
- Evaluate campaigns and initiatives (e.g., trainings, webinars, BTS support programs) and quantify impact on adoption and retention.
- Analyze support operations (ticket reasons, handle time, routing efficiency) to highlight process gaps and automation opportunities.
- Provide ad-hoc analyses to CX and leadership: “Why did CSAT drop for this segment?”, “What’s driving escalations in state X?”, “Which cohorts lag in usage?”
- Monitor data quality for CX reporting; partner with RevOps/IT to address upstream issues.
- Train CX managers and leaders on how to interpret dashboards and self-serve key insights.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
