Lead Data Analyst

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. By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex. Please apply through this online posting or by visiting our Job Board at www.horizontaltalent.com/job-board. Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $46 - $81 per hour based on qualifications and experience.