Customer Experience Data Analyst

Job Description

Job Description

About Us :

Delta Dental of New Jersey, established in 1969 as the state's largest dental coverage provider, has grown over more than 50 years to serve over 1.7 million people across New Jersey and Connecticut. As part of the national Delta Dental Plans Association, we connect over 75 million people with quality dental coverage through 139,000 groups nationwide.

In Connecticut we operate through Delta Dental of Connecticut, Inc., which writes fully insured dental coverage. In New Jersey, Delta Dental of New Jersey, Inc. writes fully insured and self-funded dental benefit programs. Our comprehensive offerings include managed care, approved fee for service, PPO, and HMO-type programs, as well as dental access and individual dental plans. We also offer DeltaVision® in conjunction with VSP®, serving more than 88 million members through nearly 137,000 access points nationwide.

With a team of 300 dedicated employees, we remain committed to innovation and excellence in dental insurance, as reflected in our Standard & Poor's "A+" rating for financial strength. Our commitment extends beyond business through the Delta Dental of New Jersey Foundation, which awards nearly $1 million annually to support dental care for underserved populations, educational scholarships, and community programs.

Our Mission Statement is to promote oral health to the greatest number of people by providing accessible dental benefit programs of the highest quality, service, and value. Join our growing team and be part of an organization that values associate development, promotes wellness initiatives, supports diversity, and provides opportunities to volunteer for causes you care about.

Job Summary:

The Customer Experience (CX) Data Storyteller plays a pivotal role in transforming complex customer data into compelling, narrative-driven insights that drive business growth and enhance customer loyalty. This position works collaboratively across the organization to analyze the end-to-end customer journey, identify key trends and pain points, and communicate findings in a way that inspires action. You will bridge the gap between raw data and strategic decision-making, ensuring the voice of the customer is at the forefront of our strategy.

Essential Functions & Responsibilities:

Insight Generation & Analysis:

• Integrate and analyze large datasets from multiple sources, including customer surveys (NPS, CSAT), operational data, support case transcripts, and other feedback channels.
• Map and analyze customer journeys to identify moments of friction and opportunities for improvement.
• Utilize statistical analysis, AI/LLM, and Natural Language Processing (NLP) techniques to conduct trend, sentiment, and root cause analysis.
• Monitor customer feedback to identify emerging issues and create a comprehensive picture of experience drivers.

Data Storytelling & Visualization:

• Translate complex quantitative and qualitative data into clear, concise, and impactful narratives for technical and non-technical audiences, including executive leadership.
• Develop and maintain scalable dashboards and data visualizations using tools like Tableau to track key CX metrics and tell an ongoing story of the customer experience.
• Create and deliver engaging presentations, ad-hoc reports, and case studies that advocate for the customer and influence corrective actions and strategic initiatives.

Collaboration & Influence:

• Partner with cross-functional teams—including Product, Marketing, and Customer Support—to share insights, develop action plans, and measure the effectiveness of CX improvements.
• Proactively evangelize customer insights and a customer-centric mindset throughout the organization.
• Gather business requirements from stakeholders to ensure analytical and reporting efforts are aligned with key business objectives.

Qualifications:

• Bachelor’s degree in Marketing, Business Analytics, or a related field.
• 3-5+ years of experience in data analytics, customer experience, or a related analytical role.
• Demonstrated experience in data-led storytelling and conveying complex insights to diverse, non-technical stakeholders.
• Proficiency in using SQL to work with large datasets.
• Strong experience with data visualization tools (e.g., Tableau).
• Experience working with Voice of the Customer (VoC) metrics (NPS, CSAT, etc.), surveys, and customer feedback.
• Experience with customer experience platforms (e.g., Qualtrics, QuestionPro, Medallia).
• Experience working with CRM data (e.g., Salesforce).

Competencies & Skills:

• Communication: Excellent verbal, written, and presentation skills with the ability to craft a compelling narrative.
• Customer Focus: A deep passion for understanding and advocating for the customer.
• Analytical Mindset: Strong problem-solving skills and the ability to see the big-picture goals of the organization within day-to-day data.
• Adaptability: A self-starter who is comfortable working with minimal supervision in a fast-paced environment.
• Teamwork: Proven ability to collaborate effectively with key stakeholders and multi-functional teams.
• Influence: Ability to advocate for customers and influence corrective actions through data and storytelling.

**All applicants must be currently authorized to work in the U.S. on a full-time basis. This position does not offer sponsorship for work visas.