CX Insights and Platform Analyst

Job not on LinkedIn

🔥 39 minutes ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Experian

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Experian is a global leader in digital experience, technology, and transformation. They partner with recognized brands to enhance customer understanding, innovate product strategies, and implement agile technology solutions. With a focus on delivering superior customer experiences through AI, cloud architecture, and project management, Experian helps businesses streamline their operations and achieve their objectives effectively.

📋 Description

• Combine VOC, survey, conversational and operational data to create a richer view of the client experience • Analyse 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 • Turn 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 SME, providing user guidance, training and support • Enable and optimise 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 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

🎯 Requirements

• Hands-on experience administering Medallia or another enterprise CX / VOC platform • 3+ years of experience combining customer feedback with conversational, operational and other data to generate insight • Proven ability to create role-based dashboards, reports, analysis 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 • Experience with Medallia reporting • Exposure to GenAI, text analytics, conversational intelligence or automation is desirable • Ability to turn AI and automation opportunities into practical, scalable CX use cases • Strong analytical, critical-thinking and problem-solving skills, with clear business recommendations • Comfortable with structured data and data manipulation • SQL or similar querying skills are beneficial • Comfortable with BI and reporting tools such as Tableau, Power BI, Excel, Salesforce or similar • Advanced written, verbal and presentation skills for technical and non-technical audiences

🏖️ Benefits

• Medical, life and dental insurance • Asociacion Solidarista • International Share Save Plan • Flex Work/Work from home • Paid time off • Annual Performance Bonus • Education Reimbursement • Family Bonding • Bereavement Leave • Referral Program