Senior CX Analytics Consultant - Merchant Payment Services

Description

The company's Merchant Payment Services (MPS) team is looking for a senior analyst who combines advanced analytical work with a strong focus on the customer experience.

You will pull together data from many sources, apply statistical methods and tools, and turn complicated findings into clear recommendations the business can act on.

You will study Voice of Customer (VoC), operational and behavioral data to find trends, key drivers, root causes and measurable chances to improve across the MPS customer journey.

You will work closely with CX, Product, Operations, Technology and business stakeholders to design analyses, assess changes, strengthen how experience is measured and support leaders in making evidence-based decisions.

The ideal person is technically strong, interested in how customers behave, and able to link rigorous analysis to practical action.

Responsibilities

• Collect, combine, check and analyze large or complicated datasets from customer, survey, operational, behavioral and business sources.
• Use statistical methods to answer business questions, spot meaningful trends, test relationships and separate real signal from noise.
• Design and assess A/B tests and other experiments, covering hypotheses, test setup, significance, interpretation and recommendations.
• Use Python, SQL and related tools to prepare data, automate routine analyses and build reproducible workflows.
• Carry out advanced work such as driver analysis, segmentation, forecasting, predictive modeling, root-cause analysis and sizing of pain points, chosen to fit the question.
• Study VoC and CX data to uncover customer needs, experience gaps, satisfaction drivers and chances to improve across MPS journeys.
• Bring quantitative and qualitative inputs together into clear, persuasive insights and narratives that executives can act on.
• Turn findings into ranked recommendations aimed at satisfaction, adoption, retention, efficiency or other relevant outcomes.
• Build and improve dashboards, visualizations and recurring reports that make insights easy for stakeholders to use.
• Track the results of implemented recommendations, watch for emerging trends and propose evidence-based adjustments.
• Work across CX, Product, Operations, Technology, Data Science, Business Intelligence and business teams to give a complete view of performance and customer experience.
• Present findings and recommendations to stakeholders and senior leaders, explaining methods, assumptions, limits and implications plainly.
• Make sure data handling, sharing and outputs follow company standards, controls and data-governance rules.
• Keep up with analytics, experimentation and VoC measurement practice, and suggest improvements to methods, tools and processes.

Requirements

• A bachelor's degree in a related field, or equivalent work experience.
• Five to seven years of experience in statistical and/or data analytics.
• Strong Python and SQL skills. Experience with R, SAS, SPSS or other statistical software is a plus.
• Hands-on experience designing, analyzing and interpreting A/B tests or other controlled experiments.
• Experience with regression, driver or relative-importance analysis, segmentation, forecasting and predictive modeling.
• Experience with VoC and CX measurement, such as CSAT, NPS, CES, journey analytics or pain-point analysis.
• Experience with Qualtrics or a similar VoC platform, including extracting, preparing and analyzing survey data.
• Ability to combine survey, customer, operational, financial and behavioral data to measure experience gaps and business impact.
• Strong data visualization and storytelling, with proficiency in Power BI or similar tools and advanced Excel and PowerPoint.
• Experience turning vague business questions into structured analyses and testable hypotheses.
• Strong problem-solving, project management and cross-functional collaboration skills.
• Clear written, verbal and interpersonal communication, with the ability to influence stakeholders using evidence.
• Experience in payments, merchant acquiring, financial services or another complex, data-rich industry is a plus.
• A master's degree in a quantitative, analytical or customer-focused field is a plus.

Conditions

The role requires working from a company location three or more days per week.

This position is not eligible for visa sponsorship.

Accommodations for disabilities during the application or hiring process are available on request.

Benefits

• Healthcare covering medical, dental and vision.
• Basic term life insurance, with optional term life insurance available.
• Short-term and long-term disability cover.
• Pregnancy disability and parental leave.
• 401(k) and an employer-funded retirement plan.
• Paid vacation of two to five weeks, depending on salary grade and tenure.
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and safe leave accrues at one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
• Full benefits details are available by employment status.