Sr. Data Analyst - Customer Experience Analytics - Hybrid M-Th Dallas HQ

Triumph Financial, Inc.•Dallas, TX

2d•Hybrid

About The Position

Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. Triumph is looking for a strategic and hands-on Senior Data Analyst to help drive data-informed decisions across the organization. This position serves as a key member of the enterprise analytics team with dedicated support for Customer Experience initiatives while contributing to broader enterprise analytics priorities as business needs evolve. You'll work closely with Customer Experience leadership, senior business leaders, engineering, and product teams to uncover insights, improve reporting, and support high-impact business initiatives. Your work will help identify what drives customer satisfaction, retention, growth, operational excellence, and overall business performance. From building scalable analytics solutions and developing customer-focused reporting to presenting executive-level recommendations, you'll help shape a more customer-centric organization through data-driven decision making.

Requirements

Bachelor's degree in Business, Finance, Computer Science, Statistics, Data Analytics, or a related field; Master's degree preferred.
Demonstrated success influencing business decisions through data analysis, KPI development, executive recommendations, and measurable business improvement initiatives.
5-8 years of experience in business intelligence, analytics, or data warehousing.
Transportation, logistics, freight, fintech, or related industry experience preferred.
Strong understanding of customer experience measurement, customer journey analytics, Voice of Customer programs, customer retention, and service performance metrics.
Advanced analytical and statistical skills with the ability to turn data into actionable insights.
Advanced SQL skills and experience working with relational databases such as Snowflake, SQL Server, or Oracle.
Strong programming skills in Python or similar languages.
Strong understanding of data warehousing concepts and dimensional modeling.
Experience building and maintaining ETL processes, data pipelines, semantic models, and reusable datasets.
Familiarity with tools such as dbt, Dagster, GitHub, and Git-based workflows.
Experience using visualization tools such as Power BI, Tableau, or Python-based reporting tools.
Experience applying Lean principles, continuous improvement methodologies, or process optimization frameworks to identify opportunities and improve business outcomes.
Comfortable working with AI-enabled development tools to improve efficiency and workflows.
Excellent communication and presentation skills, especially with executive audiences.
Highly organized with strong project management and multitasking abilities.
Detail-oriented, proactive, and comfortable working in a fast-paced environment.
Collaborative mindset with a passion for mentoring and supporting teammates.

Nice To Haves

Familiarity with Amazon Connect, Pendo, Level AI, or similar customer experience technologies is a plus.
Experience with cloud platforms such as Azure or AWS is a plus.
Familiarity with knowledge management and documentation tools like Notion is a plus.

Responsibilities

Serve as a strategic analytics partner to Customer Experience leadership and key business stakeholders, regularly engaging with end users to understand how work gets done and uncover the business context behind analytical findings.
Develop reporting, dashboards, and visualizations that support executive decision-making and provide visibility into customer and business performance.
Validate analytical outputs through rigorous data quality checks and reconciliation processes, with the ability to trace reports, dashboards, and metrics back to underlying data to build stakeholder confidence and trust.
Deliver actionable insights through advanced analytics, forecasting, statistical analysis, and data storytelling.
Contribute to executive and board-level reporting, strategic initiatives, and business planning efforts.
Collaborate across teams to create efficient, data-driven solutions that deliver both customer and business value.
Analyze Voice of Customer feedback, customer interactions, operational trends, and business performance data to identify drivers of customer satisfaction, retention, growth, and operational excellence.
Deliver recommendations that improve customer journeys, service delivery, business processes, and long-term client relationships.
Partner closely with Customer Experience leadership to define, measure, and improve customer-centric KPIs, service performance metrics, and customer outcomes.
Work with customer experience and customer interaction datasets from platforms such as Amazon Connect, Pendo, Level AI, and similar technologies when applicable.
Aggregate and analyze data from multiple systems to support strategic enterprise initiatives.
Build and maintain scalable datasets, ETL processes, semantic models, and data pipelines.
Partner with technology and business teams to improve automation, analytics capabilities, and data infrastructure.
Leverage AI-enabled development tools, automation capabilities, and advanced analytics technologies to improve efficiency and accelerate insight generation.
Ensure data quality, governance, and reporting accuracy through documented processes.
Serve as a subject matter expert on transportation data and enterprise analytics strategy.
Mentor and support analysts by sharing best practices and encouraging professional growth.