Senior Customer Insights Engineer

Bass Pro Shops•Springfield, MO

12d•Onsite

About The Position

The Senior Customer Insights Engineer leads customer experience programs by combining technical skills, data analysis, and leadership storytelling. Key responsibilities include Qualtrics program design, workflow automation, and advanced data reporting.

Requirements

Bachelor's Degree
5-7 years of experience
Understand Qualtrics XM programs, configurations, and best practices.
Develop measurement frameworks for key customer experience metrics such as NPS, CSAT, CES, trust, loyalty, likelihood to return, and issue resolution.
Experience with SQL, Python, R, Tableau, Power BI, Looker, or similar analytics and visualization tools.
Experience supporting retail, eCommerce, loyalty, contact center, digital, hospitality, or service-based customer experience programs.
Strong experience with data mapping, data modeling, and integrating feedback data with enterprise datasets.
Advanced dashboard design and reporting experience, preferably within Qualtrics and Power BI.
Strong analytical skills with the ability to interpret complex data and identify actionable insights.
Experience creating executive-level reports, presentations, and business recommendations.
Excellent communication, storytelling, and stakeholder management skills.
Ability to manage multiple priorities, work independently, and partner across technical and non-technical teams.

Responsibilities

Design, build, and maintain complex Qualtrics surveys, workflows, dashboards, ticketing processes, and reporting structures.
Create automated insights generation processes for unstructured data so it delivers “next best action” recommendations to retail, hospitality, boat, call center, club, digital and operational leaders.
Configure advanced Qualtrics workflows, including automated alerts, closed-loop feedback processes, routing logic, ticket creation, escalations, and integrations.
Build and maintain ticketing systems within Qualtrics to support customer recovery, service issue resolution, and operational follow-up.
Partner with IT, data, and business teams to integrate Qualtrics with internal systems, CRM platforms, data warehouses, and reporting environments.
Manage data mapping, embedded data, contact lists, directories, metadata, survey logic, and response structures to ensure scalable and reliable program design.
Design and optimize customer feedback surveys across multiple touchpoints, including post-transaction, relationship, digital, contact center, loyalty, and journey-based programs.
Partner with business stakeholders to define research objectives, feedback strategies, sample plans, and analysis approaches.
Continuously evaluate survey performance, response rates, data quality, and respondent experience.
ALL OTHER DUTIES AS ASSIGNED

Benefits

Discounts on retail merchandise, restaurants, world-class resorts and conservation attractions
Medical
Dental
Vision
Health Savings Account
Flexible Spending Account
Voluntary benefits
401k Retirement Savings
Paid holidays
Paid vacation
Paid sick time
Bass Pro Cares Fund