Senior Customer Experience Analyst

Operate and Enhance Customer Listening Programs Support the execution and optimization of VoC programs (NPS, CSAT, CES, Support surveys, pulse studies) Assist in survey design, sampling logic, and distribution workflows in Qualtrics Maintain consistent taxonomy, tagging, metadata structure, and text analytics configurations Monitor and support data integrity and troubleshooting issues across systems and workflows Analyze large and complex datasets to uncover patterns and predict behaviors Build and maintain integrations between Qualtrics, Salesforce, and Gainsight, ensuring data flows are accurate, automated, and scalable Ensure VoC insights are accessible to Customer Success, Sales, Support, and Product teams 3-5 years of experience in Customer Experience, Voice of Customer (VoC), analytics, or a related data-focused role - ideally in B2B/SaaS Environment. Strong analytical and problem-solving skills with hands-on experience performing statistical analysis Demonstrated ability to interpret large, unstructured datasets and synthesize them into clear, actionable insights Working knowledge of Qualtrics (survey design, distributions, dashboards, basic workflows) or ability to learn quickly Experience integrating Qualtrics with Salesforce or Gainsight (highly preferred) Experience with BI tools, SQL, or data manipulation in Excel/Python/R a plus Strong communication skills with the ability to explain complex analytics to non-technical audiences Thrives in a hands-on, execution-focused role; comfortable digging into raw data and technical detail