Analyst, CX Solutions and Services

SUMMARY

The Analyst, CX Solutions and Services is responsible for supporting the successful delivery, maintenance, and ongoing optimization of voice-of-customer (VoC) and Customer Experience (CX) programs. This includes data validation, Quality Assurance (QA), user acceptance testing (UAT), and documentation for both internal stakeholders and external clients. The analyst plays a key role in ensuring that dashboards, surveys, and distributions are functioning properly across platforms like Medallia and Qualtrics.

This role requires strong analytical thinking, attention to detail, and a passion for quality. The analyst will regularly perform sanity checks on live programs, validate dashboard outputs, review questionnaire logic, and help document updates and processes. They will also support client training related to dashboard use and reporting tools.

To be successful in this role, the individual must be curious, quality-driven, and proactive in identifying issues before they reach the client. Strong communication skills, a passion for continuous improvement, and a commitment to quality delivery are essential.

RESPONSIBILITIES

• Support the implementation and management of CX programs across various clients, with a focus on delivering high-quality technical and analytical work.
• Conduct thorough quality assurance (QA) checks and participate in user acceptance testing (UAT) to validate program functionality and data integrity.
• Validate dashboard configurations, filters, and weighting structures for accurate data presentation using platforms such as Qualtrics or Medallia
• Analyze and interpret data to identify patterns, insights, and opportunities for program improvements, and assist in preparing deliverables for internal and client-facing use.
• Review and maintain questionnaires and technical documentation to ensure alignment with program requirements and operational consistency.
• Participate in client training sessions and provide day-to-day support to both internal project teams and external clients.
• Collaborate closely with project leads to troubleshoot issues, recommend improvements, and proactively address potential risks or challenges.

QUALIFICATIONS

• Bachelor’s degree or diploma in a relevant field such as business, marketing, data analytics, psychology, or a related discipline.
• 1–3 years of experience in a research, consulting, CX, or technical support environment, ideally with exposure to digital feedback platforms.
• Familiarity with customer experience concepts, measurement frameworks (e.g., NPS, CSAT, CES), and/or market research methodologies.
• Experience with CX platforms like Qualtrics, Medallia, or similar tools is a strong asset.
• Familiarity with SPSS, Tableau, or SQL is an asset.
• Bilingual in English and French (spoken and written) is required, due to the nature of client support.

SKILLS

• Strong attention to detail with a focus on data accuracy and quality control.
• Ability to interpret dashboards and understand how filters, weights, and variables affect outputs.
• Effective communication and interpersonal skills for working with internal teams and clients.
• Organized, self-motivated, and comfortable working in a fast-paced, client-facing environment.
• Strong problem-solving skills and the ability to dig into issues independently.