Customer Experience Analyst II

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

Job Description

We're looking for a motivated and detail-oriented analyst to support customer experience reporting across surveys, complaint data, portal usage, and operational reporting across FSD. This role drives data-to-action by identifying friction points and helping improve how clients experience our products and services.

Key Responsibilities

• Own the end-to-end management of NPS data, including ingestion, cleanup, and reporting
• Develop and maintain dashboards and reports on client satisfaction, operational KPIs, and MyExperian user behavior
• Collaborate with teams across Product, Customer Experience, and Operations to surface actional insights
• Support continuous improvement by identifying improvement by identifying gaps in reporting processes and recommending enhancements
• Respond to ad hoc reporting requests with timely, accurate analysis

Qualifications

• 2–4 years in analytics, preferably CX or product
• Intermediate SQL and Python skills
• Power BI or Tableau proficiency
• Strong attention to detail and a proactive, solution-oriented mindset
• Ability to communicate findings clearly to both technical and non-technical audiences
• Comfortable working independently and prioritizing across multiple workstreams

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Additional Details

• Location Type: Remote
• Employment Type: Full-time
• Department: Analytics
• Industry: Financial Services
• Function: Information Technology
• Experience Level: Not Applicable
• Type of Employment: Full-time
• Language: English