[Hiring] Customer Experience Analyst @Robert Half

Role Description

The Customer Experience Analyst manages the day-to-day execution and analysis of Robert Half’s customer experience listening programs across client and candidate journeys. Responsibilities include:

• Administering surveys and feedback channels
• Analyzing quantitative and qualitative data
• Developing reports and visualizations
• Monitoring customer signals across multiple sources
• Testing and improving listening programs
• Expanding the use of automation, text analytics, and AI-assisted analysis
• Independently investigating customer experience trends
• Identifying emerging risks and recommending improvements

Qualifications

• Bachelor's degree in business, marketing, research, analytics, social sciences, or a related field, or equivalent professional experience
• 5+ years in customer experience, customer insights, survey research, market research, analytics, or related work
• Strong analytical judgment and quantitative and qualitative analysis
• Clear written and verbal communication skills
• Collaboration across business, technical, and vendor teams
• Strong follow-through, curiosity, and attention to detail
• Advanced Microsoft Excel and PowerPoint skills
• Intermediate experience with Qualtrics or a comparable enterprise survey platform
• Experience with visualization tools and statistical analysis
• Knowledge of text analytics and artificial intelligence-assisted analysis

Requirements

• Own recurring customer experience reporting cycles, including data preparation and quality assurance
• Independently analyze survey results, trends, and segments
• Create PowerPoint charts, tables, and summaries
• Support report automation and dashboard maintenance
• Independently manage established customer experience survey programs
• Lead development and analysis of digital intercepts
• Engage with vendors and internal partners on troubleshooting and enhancements
• Synthesize feedback and operational data for broader investigations
• Lead focus groups and individual interviews
• Monitor dashboards for notable changes and emerging themes
• Partner with various teams to support research and measurement initiatives

Benefits

• Exceptional earning potential
• Competitive benefits package, including group health insurance (medical, vision, dental)
• FSA and HSA healthcare accounts
• Life and accident insurance
• Adoption and fertility assistance
• Paid parental leave of up to 6 weeks
• Short/long term disability
• Paid time off for vacation, personal needs, and sick time
• Up to 17 days of Choice Time Off (CTO) per calendar year
• Up to 11 paid holidays per calendar year
• 401(k) savings and investment plan with employer match