CX Data Insights Analyst

Johnson Service Group (JSG) is seeking a Customer Experience (CX) Insights Analyst to join a team in Irvine, CA (onsite) for a short term engagement. This role supports a real-time understanding of customer experience performance across the business by analyzing customer signals, maintaining dashboards and reporting, and delivering actionable insights to help identify experience gaps, improve customer journeys, and enhance overall customer satisfaction.

Working closely with the CX Manager and cross-functional partners, this role helps monitor trends, supports customer research efforts, and enables customer-driven decision-making through data and insights.

Essential Job Functions

Customer Performance & Reporting (30%)

• Analyze CX performance data across key journeys, touchpoints, and channels
• Support development and maintenance of dashboards, scorecards, and recurring reporting
• Monitor trends in customer feedback, complaints, and satisfaction metrics
• Identify emerging patterns and surface insights to support issue identification and resolution

Customer Research & Insights (25%)

• Support qualitative and quantitative research initiatives (surveys, listening programs, ad hoc studies)
• Analyze research outputs to identify themes, pain points, and opportunity areas
• Partner with internal teams and vendors to support targeted listening and data validation
• Contribute to root cause analysis and insight generation to inform business initiatives

Signal & Feedback Analysis (20%)

• Aggregate and analyze customer signals including call center feedback, complaints, digital behavior, and verbatims
• Support analysis of digital experience data (web/app behavior, friction points, journey drop-off)
• Identify trends across stated and unstated feedback sources
• Assist in translating insights into clear, actionable findings for stakeholders

CX Monitoring & Issue Detection (15%)

• Support proactive monitoring of CX performance to identify potential issues early
• Assist in tracking and documenting customer feedback through closed-loop processes
• Maintain visibility into key CX metrics and emerging risks
• Contribute to continuous improvement of CX measurement frameworks

Cross-Functional Collaboration (10%)

• Partner with CX Strategy, Digital Product, Operations, Servicing, and other stakeholders
• Support preparation of executive-ready insights and presentations
• Contribute to cross-functional initiatives focused on improving customer experience
  

Job Requirements

Experience

• 2–4 years of experience in analytics, customer insights, research, or CX-related roles
• Experience working with data, dashboards, and reporting tools
• Exposure to customer experience, financial services, and/or digital product environments preferred

Education

• Bachelor’s degree in Business, Analytics, or a related field required

Skills

• Strong analytical and problem-solving skills; ability to synthesize data into insights and recommendations
• Proficiency in Excel and PowerPoint; Tableau (or similar visualization tools) is a plus
• Strong communication skills with experience creating clear, concise, executive-ready materials
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment
• Strong collaboration skills and comfort working across cross-functional teams