Customer Experience Analyst

About the role

Robert Half is hiring a Customer Experience Analyst for its Marketing Customer Experience department in San Ramon. The analyst runs the day-to-day execution and analysis of customer experience listening programs across client and candidate journeys, working with internal teams and external partners to test and improve programs and expand the use of automation, text analytics and AI-assisted analysis.

Key responsibilities

• Own recurring reporting cycles: data preparation, quality assurance and summaries for CX leadership, including independent analysis of survey results, trends and segments
• Analyze open-text feedback using coding frameworks, taxonomies and validation rules, and create charts, tables and summaries in PowerPoint
• Use text analytics and AI tools for theme identification and summarization, validated against source data
• Support report automation, dashboard maintenance, data-feed validation and improvements to repeatable analysis and reporting
• Manage established survey programs: programming, distribution, contact lists, suppression rules, workflows and maintenance, and test links, logic and data capture before launch and after updates
• Lead development, configuration, testing and analysis of digital intercepts with internal teams and vendors, and maintain program documentation
• Monitor dashboards and structured and unstructured data for changes, emerging themes and customer friction, review reporting alerts and share findings
• Lead focus groups and individual interviews, and partner with Customer Experience, Design, Digital, Technology, Data and other teams on research and measurement

Required profile

• Bachelor's degree in business, marketing, research, analytics, social sciences or a related field, or equivalent professional experience
• 5+ years in customer experience, customer insights, survey research, market research, analytics or related work
• Strong analytical judgment, quantitative and qualitative analysis, data quality, research fundamentals, problem solving, process improvement and management of recurring workstreams
• Clear written and verbal communication, collaboration across business, technical and vendor teams, strong follow-through, curiosity and attention to detail

Required skills

• Advanced Microsoft Excel and PowerPoint
• Intermediate experience with Qualtrics or a comparable enterprise survey platform
• Visualization tools and statistical analysis (frequencies, cross-tabulations, trend analysis)
• Text analytics and AI-assisted analysis

What we offer

• Annual salary range of $77,000 to $114,000, negotiable, with eligibility for a discretionary annual bonus
• Group health, vision and dental insurance, FSA and HSA accounts, life and accident insurance, adoption and fertility assistance
• Paid parental leave of up to 6 weeks, short and long term disability
• Paid time off and up to 11 paid holidays per year
• 401(k) or deferred compensation plan with a 100% employer match on the first 3% of contributions