CX Intelligence Analyst

Job Summary

The CX Intelligence Analyst is a hands-on, product-facing role focused on analyzing customer and product data to generate actionable insights that support product performance, customer journey improvement, and decision-making. This role partners closely with Product squads and senior CX Intelligence team members by gathering and analyzing data from digital analytics and Voice of the Customer (VOC) tools, supporting user research and experimentation, and helping maintain data quality and integrity. The CX Intelligence Analyst is responsible for identifying what matters in the data and translating findings into clear insights and recommendations that help inform product prioritization, roadmap decisions, and customer experience improvements. Duties & Responsibilities Gather and analyze data from VOC platforms (e.g., Qualtrics, Medallia) and digital analytics tools (e.g., Google Analytics, Mixpanel). Assist in the creation and execution of user research studies and A/B tests. Support the development of dashboards and recurring reporting to monitor key customer experience and product performance metrics. Partner with Product squads to analyze product KPIs such as adoption, conversion, engagement, satisfaction, and journey performance. Identify trends, friction points, behavioural patterns, and opportunities that can inform product and customer experience improvements. Translate analytical findings into clear recommendations that support backlog prioritization and roadmap decisions. Help with the implementation and validation of tracking and tagging for websites and digital products. Use SQL to query and analyze data from available analytical datasets. Work effectively with imperfect or partially prepared datasets and perform appropriate validation and troubleshooting before using data for analysis or reporting. Collaborate with cross-functional teams to provide timely, data-driven insights and decision support. Maintain data quality and integrity across analytics platforms and reporting outputs. Support dashboard and visualization development using Porter-approved BI tools. Behavioural Competencies Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others. Teamwork: Working collaboratively with others to achieve organizational goals. Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers). Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications Required Bachelor's degree in a related field (e.g., Data Science, Marketing, Psychology, Business Analytics). 1–3 years of experience in an analytics, research, product analytics, digital analytics, or insights-focused role. Foundational knowledge of digital analytics tools such as Google Analytics. Working knowledge of SQL and experience querying analytical datasets. Experience developing reports or dashboards using a business intelligence or visualization platform. Ability to work with imperfect or partially prepared datasets and validate data before using it for analysis or reporting. Strong analytical and problem-solving skills. Ability to connect data to customer and business outcomes and translate findings into clear, actionable recommendations. Excellent communication, presentation, and structured storytelling skills. Comfort working collaboratively across departments and with stakeholders at different levels. Nice-to-Have Experience with a VOC platform such as Qualtrics or Medallia. Experience with Tableau, Power BI, or similar BI platforms. Exposure to ETL, data preparation, or data transformation processes. Familiarity with cloud-based data environments such as AWS or S3. Experience working with raw or semi-structured datasets. Experience with digital product, customer journey, funnel, or conversion analysis. Experience supporting product experimentation or A/B testing.