CX Insights and Platform Analyst

About the role

Experian’s Customer Experience (CX) team is looking for an analyst to turn customer feedback and experience signals into actionable insight while managing the Medallia platform. The role blends analytics, platform administration, and emerging AI/automation to enhance CX insight and operations.

Key responsibilities

• Combine VOC, survey, conversational and operational data to create a richer view of the client experience.
• Build and maintain role‑based Medallia reports, dashboards, alerts and insight views.
• Administer Medallia surveys, configurations, access, data feeds and ensure data integrity.
• Enable and optimise Medallia GenAI, text analytics and conversational intelligence.
• Develop, test and scale AI and automation use cases that improve CX insight speed and consistency.

Required profile

• 3+ years of experience combining customer feedback with conversational, operational and other data.
• Hands‑on experience administering Medallia or a similar enterprise CX/VOC platform.
• Strong quantitative and qualitative analysis skills, including verbatim analysis and root‑cause identification.
• Ability to translate stakeholder questions into focused analysis and clear recommendations.

Required skills

• Medallia platform administration
• SQL or similar querying language
• BI and reporting tools such as Tableau, Power BI, Excel, Salesforce
• Experience with AI/GenAI, text analytics, conversational intelligence (desired)

What we offer

• Medical, life and dental insurance
• International Share Save Plan
• Flex work / remote work
• Paid time off and annual performance bonus
• Education reimbursement and family bonding benefits