Senior Customer Insights Analyst

About the role

Orange Jordan is looking for a Senior Customer Insights Analyst to lead the analysis of customer data and turn it into actionable insights that improve customer experience and business performance. The role works closely with cross-functional teams and presents findings to senior management.

Key responsibilities

• Analyze customer data from surveys, digital interactions and CRM to identify trends, patterns and actionable insights.
• Develop and maintain dashboards and reports tracking key customer experience metrics and share insights with stakeholders.
• Design and run market research studies to understand customer needs, preferences and pain points.
• Apply statistical techniques to uncover hidden patterns and predict future customer behavior.
• Translate data insights into clear recommendations for improving customer experience and business performance.
• Collaborate with cross-functional teams to implement customer-centric initiatives and track their impact.
• Promote the use of Voice of the Customer (VoC) data to continuously improve customer journeys and service delivery.
• Manage customer journey improvement projects using methods such as Six Sigma.
• Analyze digital customer experience metrics to find optimization opportunities.
• Contribute to customer segmentation strategies for personalized experiences and marketing campaigns.
• Ensure compliance with relevant international standards and present findings to senior management.

Required profile

• Bachelor's degree in industrial engineering, business administration or IT.
• 2-4 years of experience in customer insight and data analysis.
• Strong communication, presentation and interpersonal skills, able to explain insights to technical and non-technical audiences.
• Excellent problem-solving, logical reasoning, time management and project management skills, with the ability to handle several projects at once.
• Agile mindset focused on iterative development and continuous improvement.

Required skills

• Data analysis and statistics, including data visualization tools such as Power BI and Tableau.
• Market research methods, including survey design, data collection and analysis.
• Customer experience principles and best practices.
• Understanding of Six Sigma principles and methodologies.