Senior CX Insights Analyst

About the role

As a Senior CX Insights Analyst you will turn customer voice into strategic action, providing a 360° view of the customer experience. You will work in a fast‑paced, data‑driven environment alongside product, operations and marketing teams.

Key responsibilities

• Collect, clean and synthesize qualitative and quantitative feedback from sources such as CSAT, NPS, QA reporting, support cases, app reviews, UnitQ and Qualtrics.
• Apply advanced analytical techniques (statistical analysis, regression, clustering, segmentation) to uncover root causes and predictive patterns.
• Partner with the BI team to design, build and maintain CX dashboards and automated reporting solutions.
• Craft data‑rich storytelling reports for leadership and drive continuous optimization of feedback loops.
• Collaborate with Operations, Product, Marketing, QA and Training to translate insights into concrete actions.

Required profile

• Proven experience as a CX Analyst, BI Analyst, Data Analyst or similar role focused on customer experience.
• Strong expertise in synthesizing both qualitative and quantitative feedback (CSAT, NPS, CES, QA scores).
• Demonstrated ability to turn complex analytics into executive‑level recommendations.
• Excellent communication and stakeholder‑management skills with a collaborative mindset.

Required skills

• Power BI or Tableau
• Qualtrics
• UnitQ
• Playvox
• Statistical analysis, regression, clustering, segmentation

What we offer

• Attractive remuneration package
• Ticket restaurant card for meals and food supplies
• Private medical and life insurance from day one
• Round‑the‑clock access to an online mental‑health platform with unlimited therapy sessions
• Online training platform for personal and professional growth
• In‑house cafeteria, gym and childcare allowance
• Global mobility plan and pension scheme
• Free efood pro subscription for free deliveries and discounts