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

• 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
  
  

Qualifications

• 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
  
  

Preferred Qualifications

• 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)
  
  

Core Competencies

• ServiceNow reporting and dashboarding
• Data analysis and insight generation
• Data visualization and storytelling
• Stakeholder collaboration
• Attention to detail and data quality
• Continuous improvement mindset