The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.
Applicants must be legally authorized to work in the United States. Sponsorship not available.
Our client is seeking Customer Experience Data Analyst in Vienna, VA/Hybrid.
ROLE DESCRIPTION
Our Digital Data Science & Analytics team is focused on understanding and improving the digital experiences of our members. Through analytics and applied data science, we uncover insights, inform strategic decisions, and enhance digital experiences and operations across the organization. We are seeking a motivated customer-experience-focused analytics professional who is passionate about solving real-world business problems through data. This role is ideal for someone who enjoys combining exploratory analysis, statistical methods, experimentation, behavioral analytics, and fit-for-purpose modeling techniques to uncover insights and drive measurable impact. As a member of our team, you will collaborate with cross-functional partners across product, technology, and business teams to transform complex questions into actionable insights. Our team draws from a broad range of analytical and data science techniques to deepen understanding of member behavior and digital experiences. This work spans areas such as digital experience analytics, customer feedback and sentiment analysis, digital usage forecasting, member behavior modeling, feature adoption measurement, and operational optimization, helping drive better decisions, improve member outcomes, and enhance the digital experience for millions of members.
- Analyze member digital behavior using Python and SQL
- Conduct exploratory data analysis to identify patterns in product adoption, engagement, and customer experience
- Partner with business stakeholders and product teams to solve digital experience challenges
- Develop, automate, and maintain analytical solutions that provide actionable business insights
- Apply analytical and statistical methods to understand customer behavior, evaluate digital experiences, identify emerging trends, and support data-driven business decisions
- Apply text analytics, NLP, and AI-assisted techniques to summarize and classify customer feedback, identify sentiment and recurring themes, and surface customer friction points
- Analyze app reviews, surveys, contact center interactions, social media, and other digital feedback sources to conduct Voice of the Customer (VoC) and Voice of the Member (VoM) research
- Translate analytical findings into clear recommendations, dashboards, presentations, and data stories for business and executive audiences
SKILLS & REQUIREMENTS
- Bachelor’s degree in data science, business analytics, statistics, applied mathematics, economics, or another quantitative or analytical field
- 1-5 years’ experience conducting data science, business intelligence, analytics, statistical analysis, or related project work
- Proficiency using SQL for data extraction and analysis and Python for data preparation, exploratory analysis, statistical analysis, and modeling; experience with R is beneficial
- Experience applying analytical and statistical methods such as exploratory data analysis (EDA), hypothesis testing, regression, forecasting, segmentation and clustering, experimentation, NLP, or sentiment analysis to real-world business problems
- Experience translating analytical findings into insights, recommendations, or measurable business outcomes for technical and non-technical stakeholders
- Comfort working in notebook-based analytical environments
- Strong curiosity and ability to learn new analytical methods and technologies quickly
- Excellent communication and data storytelling skills
- Master’s degree in data science, business analytics, statistics, applied mathematics, economics, or another quantitative or analytical field
- Experience analyzing customer behavior, digital products, customer feedback, or customer experience
- Experience presenting complex analyses to executive audiences with decision-support materials
- Knowledge of financial services or digital banking products
- Advanced SQL and Python skills
- 5+ years
- Strong SQL
- Strong Python
- Customer or digital analytics experience
- Product analytics experience
- Statistical analysis experience
- Experience analyzing customer feedback/surveys
- Some NLP or sentiment analysis exposure
Benefits/Other Compensation
Medical, Dental, Life Insurance, 401K.
Why Hays?
You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.
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Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.
Drug testing may be required; please contact a recruiter for more information.
#1186531 - Kellee Jacobsen