Join our team as a Lead Data Analyst in a fully remote role, where you'll transform customer experience insights into actionable business outcomes. This position offers the opportunity to lead the analysis of customer journeys and collaborate with cross-functional teams to drive impactful changes.

Responsibilities

• Lead the analysis of customer experience journeys, connecting digital behaviors and experience metrics.
• Implement and scale transactional listening systems using platforms like Qualtrics.
• Analyze various data sources to identify root causes of customer friction and improve overall experience.
• Deliver insightful weekly reports that highlight trends, root causes, and ongoing actions.
• Collaborate with cross-functional teams to validate insights and drive actionable outcomes.
• Manage structured work tracking to ensure all initiatives are monitored and progress is communicated effectively.

Skills

• Bachelor’s degree in a relevant field with a focus on analytics or data.
• 4-7 years of experience in customer experience analytics or related fields.
• Proficient in using CX platforms for survey design and implementation.
• Strong analytical skills with the ability to connect data to operational outcomes.
• Excellent collaboration skills and the ability to work independently in a fast-paced environment.

Preferred Skills

• Experience with NPS/CSAT and Voice of Customer data analysis.
• Familiarity with contact center data and digital funnel analytics.
• Ability to communicate complex insights clearly to diverse audiences.

At Horizontal, we are committed to fostering a diverse, equitable, and inclusive workplace where all individuals are valued and empowered to succeed.