Senior Analyst, Market Research & CX
OGC Global
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About the opportunity
OGC is partnering with a leading telecommunications client to seek an analytical, detail-oriented Senior Analyst to join their team.
In this role, you will support the analysis and measurement of customer experience, with a primary focus on NPS and other CX metrics, working across multiple data sources to identify trends and translate findings into actionable insights.
This position is ideal for a strong analytical thinker who can move beyond reporting numbers to develop clear narratives around customer experience trends, support dashboards and reporting, and collaborate with stakeholders to answer complex business questions.
NPS Analysis
Analyze NPS and other customer experience data to identify trends, drivers, and opportunities for improvement.
Data Synthesis
Pull together data and signals from multiple sources to develop a clear understanding of customer experience performance and trends.
- Reporting & Dashboards: Create, maintain, and manage CX dashboards and recurring reporting, ensuring data is accurate, relevant, and easy to interpret.
Insight Development
Translate analytical findings into clear narratives and actionable insights that explain the "why" behind customer experience trends.
Stakeholder Support
Partner with CX, Research, Analytics, and business stakeholders to understand key questions and provide data-driven answers and recommendations.
- Research & Measurement: Support ongoing CX measurement initiatives and pilots as the client evolves its approach to understanding customer journeys and experiences.
Cross-Functional Collaboration
Work across teams and data sources to connect information, identify patterns, and support broader CX strategy and decision-making.
Qualifications
- Experience: 3–6 years of experience in an analyst role within Customer Experience, Market Research, Consumer Insights, Business Analytics, or a related field.
Strong Analytical Skills
- Demonstrated ability to analyze large or complex datasets, identify meaningful trends, and draw clear conclusions from data.
NPS Experience
- Experience working with NPS, customer satisfaction, survey data, CX metrics, or similar customer-focused measurement.
- Reporting & Visualization: Strong experience with Excel and/or data visualization and dashboarding tools such as Tableau, Power BI, or similar platforms.
Data Storytelling
Ability to turn data into a compelling, easy-to-understand narrative and communicate the key implications to stakeholders.
- Communication: Strong written and verbal communication skills, with confidence presenting findings and insights to cross-functional teams.
Research Knowledge
Understanding of quantitative research and survey methodologies; experience with qualitative research or journey research is a plus.
Problem Solving
Ability to work with multiple data sources, investigate unexpected findings, and independently identify the information needed to answer business questions.
- Organization & Adaptability: Strong organizational skills with the ability to manage multiple priorities and adapt in a fast-paced, evolving environment.
- Location: Must be based in Philadelphia, PA.
Nice to have
- Experience with qualitative research or journey research.
Job details
- Location: Philadelphia, PA (based in Philadelphia 4 days a week)
- Hybrid work model
About the company
OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization.
We partner with some of the world’s leading organizations across Financial Services, Specialty Retail, Telecommunications, Hospitality, and Software, helping them gain a deeper understanding of their customers, translate research into actionable insights, and improve business processes and customer experiences.
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
