Customer Experience Analyst
Hackajob
IT, Sales & Business Development, Customer Service
United States
Posted on Mar 21, 2026
hackajob is collaborating with Verisk to connect them with exceptional professionals for this role.
Description
The Customer Experience Analyst is responsible for delivering data-driven insights that enhance customer experience and service performance across the organization. This role has a strong focus on ServiceNow reporting and dashboarding, transforming operational and customer data into meaningful insights that support informed decision-making. The ideal candidate combines analytical expertise with strong business acumen and communication skills.
Responsibilities
Description
The Customer Experience Analyst is responsible for delivering data-driven insights that enhance customer experience and service performance across the organization. This role has a strong focus on ServiceNow reporting and dashboarding, transforming operational and customer data into meaningful insights that support informed decision-making. The ideal candidate combines analytical expertise with strong business acumen and communication skills.
Responsibilities
- Develop, maintain, and optimize ServiceNow reports and dashboards to support customer experience and service performance initiatives
- Analyze customer, incident, request, and SLA data to identify trends, risks, and improvement opportunities
- Translate data findings into clear, actionable insights and recommendations for business and operational stakeholders
- Partner with Customer Experience, Operations, and Technology teams to gather requirements and deliver reporting solutions aligned to business needs
- Create and maintain standardized KPIs, metrics, and scorecards to measure customer experience and service outcomes
- Ensure accuracy, consistency, and governance of reporting and dashboard data
- Communicate insights through effective visualizations, summaries, and presentations for both technical and non-technical audiences
- Support continuous improvement efforts by proactively identifying data-driven opportunities
- Bachelor’s degree in Business, Analytics, Information Systems, Data Science, or a related field, or equivalent experience
- Hands-on experience with ServiceNow reporting and dashboard development
- Strong analytical skills with the ability to interpret data and drive insights
- Experience translating business questions into reporting and analytical solutions
- Strong written and verbal communication skills
- Experience supporting Customer Experience, ITSM, or operational teams
- Familiarity with customer experience metrics (e.g., CSAT, NPS, SLA performance)
- Experience working with large or complex datasets
- Exposure to additional reporting or visualization tools (e.g., Power BI)
- ServiceNow reporting and dashboarding
- Data analysis and insight generation
- Data visualization and storytelling
- Stakeholder collaboration
- Attention to detail and data quality
- Continuous improvement mindset
