CX Insights and Platform Analyst
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Job Description
Experian’s Customer Experience (CX) team is focused on placing the Voice of Our Clients (VOC) at the heart of the business. You will turn customer feedback and additional experience signals into clear, actionable insight, while ensuring the CX technology platform is effectively administered and continuously optimised.
You will combine analytics, Medallia platform administration, and emerging AI / automation. It brings together survey feedback with conversational and operational data from other tools, connects experience signals with relevant business measures, develops reporting that helps stakeholders understand and act on the client experience, and enables new Medallia capabilities - including GenAI - to improve the speed, scale and value of CX insight.
CX Analytics & Insights
• Combine VOC, survey, conversational and operational data to create a richer view of the client experience.
• Analyse quantitative and qualitative data to identify themes, drivers, root causes, risks and opportunities.
• Link CX signals with operational and business measures to show experience and business impact.
• Build and maintain role-based Medallia reports, dashboards, alerts and insight views.
• Turn stakeholder questions into focused analysis and clear, actionable recommendations.
• Monitor survey performance, response rates and data quality, and recommend improvements.
• Partner with CX, Sales, Service, Operations, Product and other teams on insight-led use cases.
CX Platform Administration
• Build, configure, test, deploy and maintain Medallia surveys and reporting.
• Administer Medallia access, configurations, reporting, alerts and routine data feeds.
• Maintain data integrity, platform standards, documentation and CX data governance.
• Work with data, technology and vendor teams to resolve integration, platform and reporting issues.
• Act as a Medallia / CX platform SME, providing user guidance, training and support.
Emerging AI & Automation
• Enable and optimise Medallia GenAI, text analytics, conversational intelligence and emerging capabilities.
• Develop AI and automation use cases that improve the speed, consistency and scale of CX insight and operations.
• Test new capabilities, assess value and limitations, and turn successful use cases into repeatable processes.
• Measure AI and automation quality, efficiency, adoption and business value, and recommend improvements.
• Support responsible implementation of AI-enabled CX solutions in line with governance and controls.
• Track CX technology, GenAI and automation developments and recommend relevant opportunities.
Requirements
Department: Analytics
Function: Information Technology
Experience Level: Not Applicable