Delta Dental of New Jersey and Connecticut
Customer Experience Data Analyst (Marketing)
Delta Dental of New Jersey and Connecticut, Parsippany, New Jersey, United States
Customer Experience Data Analyst
Delta Dental of New Jersey and Connecticut is hiring a Customer Experience Data Analyst to transform customer data into actionable insights and drive loyalty.
About Delta Dental Delta Dental is the largest dental coverage provider in New Jersey and Connecticut, serving over 1.7 million people. Delta Dental writes fully insured and self‑funded benefit programs, offers managed care, PPO, and HMO programs, and provides national access through DeltaVision® and VSP®.
Job Summary The Customer Experience (CX) Data Storyteller bridges raw data and strategic decision‑making by analyzing the end‑to‑end customer journey, identifying trends, and communicating findings to inspire action.
Essential Functions & Responsibilities
Integrate and analyze large datasets from multiple sources, including customer surveys (NPS, CSAT), support case transcripts, and other feedback channels.
Map customer journeys to identify friction points and opportunities for improvement.
Apply statistical analysis, AI/LLM, and NLP techniques for trend, sentiment, and root‑cause analysis.
Monitor customer feedback to detect emerging issues and develop a comprehensive experience driver profile.
Translate quantitative and qualitative data into clear, concise narratives for executive leadership and non‑technical audiences.
Develop and maintain scalable dashboards and visualizations using Tableau to track key CX metrics.
Create engaging presentations, ad‑hoc reports, and case studies that advocate for customers and influence corrective actions.
Partner with Product, Marketing, and Customer Support to share insights, develop action plans, and measure CX improvement effectiveness.
Proactively evangelize a customer‑centric mindset throughout the organization.
Gather business requirements from stakeholders to align analytical efforts with key business objectives.
Qualifications
Bachelor’s degree in Marketing, Business Analytics, or a related field.
1–3 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 stakeholders.
Proficiency in SQL for working with large datasets.
Strong experience with data visualization tools such as Tableau.
Experience working with Voice of the Customer metrics (NPS, CSAT, etc.) and customer surveys.
Experience with customer experience platforms such as Qualtrics, QuestionPro, and Medallia.
Experience working with CRM data such as Salesforce.
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.
Competencies & Skills
Excellent verbal, written, and presentation skills.
Deep passion for understanding and advocating for the customer.
Strong problem‑solving skills and an ability to see the big‑picture goals of the organization.
Self‑starter who is comfortable working with minimal supervision in a fast‑paced environment.
Proven ability to collaborate effectively with key stakeholders and multi‑functional teams.
Ability to advocate for customers and influence corrective actions through data and storytelling.
Delta Dental is an equal‑opportunity employer committed to a diverse workforce.
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About Delta Dental Delta Dental is the largest dental coverage provider in New Jersey and Connecticut, serving over 1.7 million people. Delta Dental writes fully insured and self‑funded benefit programs, offers managed care, PPO, and HMO programs, and provides national access through DeltaVision® and VSP®.
Job Summary The Customer Experience (CX) Data Storyteller bridges raw data and strategic decision‑making by analyzing the end‑to‑end customer journey, identifying trends, and communicating findings to inspire action.
Essential Functions & Responsibilities
Integrate and analyze large datasets from multiple sources, including customer surveys (NPS, CSAT), support case transcripts, and other feedback channels.
Map customer journeys to identify friction points and opportunities for improvement.
Apply statistical analysis, AI/LLM, and NLP techniques for trend, sentiment, and root‑cause analysis.
Monitor customer feedback to detect emerging issues and develop a comprehensive experience driver profile.
Translate quantitative and qualitative data into clear, concise narratives for executive leadership and non‑technical audiences.
Develop and maintain scalable dashboards and visualizations using Tableau to track key CX metrics.
Create engaging presentations, ad‑hoc reports, and case studies that advocate for customers and influence corrective actions.
Partner with Product, Marketing, and Customer Support to share insights, develop action plans, and measure CX improvement effectiveness.
Proactively evangelize a customer‑centric mindset throughout the organization.
Gather business requirements from stakeholders to align analytical efforts with key business objectives.
Qualifications
Bachelor’s degree in Marketing, Business Analytics, or a related field.
1–3 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 stakeholders.
Proficiency in SQL for working with large datasets.
Strong experience with data visualization tools such as Tableau.
Experience working with Voice of the Customer metrics (NPS, CSAT, etc.) and customer surveys.
Experience with customer experience platforms such as Qualtrics, QuestionPro, and Medallia.
Experience working with CRM data such as Salesforce.
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.
Competencies & Skills
Excellent verbal, written, and presentation skills.
Deep passion for understanding and advocating for the customer.
Strong problem‑solving skills and an ability to see the big‑picture goals of the organization.
Self‑starter who is comfortable working with minimal supervision in a fast‑paced environment.
Proven ability to collaborate effectively with key stakeholders and multi‑functional teams.
Ability to advocate for customers and influence corrective actions through data and storytelling.
Delta Dental is an equal‑opportunity employer committed to a diverse workforce.
#J-18808-Ljbffr