Hiring: SCS Business & Customer Insights Analyst II Company: REI Location: Sumner, WA Job Posted Time: 2026-09-12 17:59:53 Employment Type: Full-time Target Skills & Keywords: Customer Experience (CX), Voice of Customer (VOC), Data Analytics, Data Science, Business Analytics, Statistics, Marketing Analytics, Root Cause Analysis, Qualtrics, Sigma, Adobe Analytics, Tealium, LLMs, Sentiment Analysis, Quality Management, Dashboarding, Stakeholder Communication Experience: - 5+ years of experience in similar business analytics, data science, or insight roles, preferably within retail/customer service - Experience completing in-depth analysis of structured and unstructured data - Proven ability to explain and defend data analysis at all levels within the organization, including senior leadership - Experience with tools such as Qualtrics, Sigma, Digital Analytics (Adobe, Tealium) - Background in Quality, VOC, customer experience (CX), analytics, data, marketing, or other relevant experience/certifications Required Skills: - Analyze, report, and track information to identify data patterns and customer pain points using multiple data sources, including structured and unstructured customer research, benchmarks, demographics, and internal operational data - Support team share-outs with distilled insights from CX programs and listening channels to drive actionable, data-driven recommendations - Engage in dialogue with stakeholders to understand the scope and impact of potential causes or changes to the customer experience - Participate in processes that drive ongoing evaluation and improvement in listening programs, tools, and dashboards (customer intent/topic data, VOC, Quality Management) - Contribute to developing program solutions, including technical implementation of new technology platforms, systems, tools, vendor onboarding and management, integration, and ongoing data integrity maintenance - Support managers with internal partner consultation, project coordination and execution, annual research, and budget planning - Provide collaborative ad-hoc decision support and represent the voice and needs of customers among internal partners - Monitor and evaluate accuracy and efficacy of listening tools, LLMs, and sentiment analysis - Perform regular deep dives and root cause analyses of top customer pain points - Leverage metrics, feedback, and other data to understand the customer experience, identifying pain points and opportunities for improvement Qualifications: - A college degree (Bachelor's or equivalent work experience) is required with data analytics, data science, business analytics, statistics, or marketing analytics and research focus - High empathy to see the world through the customer's eyes; acts as an advocate for the customer in the interest of building a customer-centric culture - Effective written and verbal communication skills, including demonstrated ability to explain and defend data analysis at all levels within the organization, including senior leadership - Proven ability to adapt communication style to audience (both written & verbal) - Models and acts in accordance with the Co-op Way (values & mission) Compensation: Not specified in the provided job text. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!