Graduate Trainee, Customer Experience Operations, Data and Systems Analytics

• Analyze survey distribution and response performance across Customer Experience programs, including invite attempts, delivered or reached emails, opens, survey starts, responses, reminders, and funnel drop-offs.

• Extract, clean, join, reconcile, and summarize customer, contact, account, survey, and activity data from Salesforce, Qualtrics, Excel files, databases, and reporting tools.

• Use SQL and Excel, or similar tools, to query datasets, validate record counts, identify duplicates and missing values, compare source and target data, and investigate inconsistencies across systems.

• Support customer and account data management by reviewing field definitions, data types, identifiers, lookup relationships, segmentation attributes, and business rules used for survey targeting and reporting.

• Document data sources, field mappings, transformations, metric definitions, dependencies, assumptions, and known limitations in a practical data dictionary or source-to-target mapping.

• Partner with Customer Experience, Success, Marketing, Sales Operations, analytics, and IT teams to gather requirements, investigate data issues, validate solutions, and translate business needs into clear technical requirements or user stories.

• Support testing and validation for system or reporting changes, including test scenarios, expected results, user acceptance testing, and post-change data reconciliation.

• Create and maintain dashboards, scorecards, and recurring reports in Salesforce, Excel, Power BI, Tableau, or similar tools, and communicate findings and recommendations clearly to technical and non-technical stakeholders.

• Identify opportunities to improve survey targeting, email cadence, segmentation, operational workflows, data quality controls, and reporting reliability.

• Identify opportunities to improve survey targeting, email cadence, segmentation, operational workflows, data quality controls, and reporting reliability.

• Currently pursuing a degree in Information Systems, Business Analytics, Data Analytics, Statistics, Computer Science, Operations, Economics, Marketing Analytics, or a related field.

• Experience through coursework, projects, or internships in operations, database management, business systems, data analysis, or reporting.

• Working knowledge of SQL, including filtering, joins, aggregations, and basic troubleshooting of data discrepancies.

• Intermediate to advanced Excel skills, including pivot tables, lookups, formulas, data cleaning, and reconciliation. Power Query is a plus.

• Understanding of relational data concepts, data types, primary and foreign keys, unique identifiers, lookup relationships, null values, duplicates, and one-to-many relationships.

• Ability to recognize common systems integration challenges, such as inconsistent field definitions, mismatched identifiers, different data types or formats, duplicate records, refresh timing, transformation logic, and incomplete source data.

• Strong analytical, problem-solving, documentation, and communication skills, with the ability to work across business and technical teams.

• Interest in Customer Experience, Voice of Customer, survey analytics, and operational improvement.

• Interest in Customer Experience, Voice of Customer, survey analytics, and operational improvement.

• Exposure to Salesforce data, reporting, objects, fields, relationships, or CRM data management.

• Experience with SAS, R, Python, or another statistical or data analysis tool.

• Familiarity with Qualtrics or another survey platform, including distributions, contact lists, response data, dashboards, or workflows.

• Experience with Power BI, Tableau, or another business intelligence platform.

• Exposure to systems integrations, application programming interfaces, extract-transform-load processes, data mapping, testing, or user acceptance testing.

• Familiarity with Customer Experience metrics such as Net Promoter Score, Customer Satisfaction, and Customer Effort Score.

• Familiarity with Customer Experience metrics such as Net Promoter Score, Customer Satisfaction, and Customer Effort Score.

• Hands-on experience with Customer Experience operations, survey analytics, customer data, and enterprise systems.

• Practical experience working across Qualtrics, Salesforce, databases, Excel, and business intelligence reporting.

• Exposure to data integration, field mapping, data quality, testing, governance, and source-of-truth decisions.

• Experience translating business requirements into repeatable reports, documented processes, and actionable recommendations.

• Collaboration with Customer Experience, Success, Marketing, Sales Operations, analytics, and IT stakeholders.