Senior Customer Insights Engineer

The Senior Customer Insights Engineer leads customer experience programs by combining technical skills, data analysis, and leadership storytelling. Key responsibilities include Qualtrics program design , workflow automation , and advanced data reporting .

- Design, build, and maintain complex Qualtrics surveys, workflows, dashboards, ticketing processes, and reporting structures.

- Create automated insights generation processes for unstructured data so it delivers "next best action" recommendations to retail, hospitality, boat, call center, club, digital and operational leaders.

- Configure advanced Qualtrics workflows, including automated alerts, closed-loop feedback processes, routing logic, ticket creation, escalations, and integrations.

- Build and maintain ticketing systems within Qualtrics to support customer recovery, service issue resolution, and operational follow-up.

- Partner with IT, data, and business teams to integrate Qualtrics with internal systems, CRM platforms, data warehouses, and reporting environments.

- Manage data mapping, embedded data, contact lists, directories, metadata, survey logic, and response structures to ensure scalable and reliable program design.

- Design and optimize customer feedback surveys across multiple touchpoints, including post-transaction, relationship , digital, contact center , loyalty, and journey-based programs.

- Partner with business stakeholders to define research objectives , feedback strategies, sample plans, and analysis approaches.

- Continuously evaluate survey performance, response rates, data quality, and respondent experience.

- Understand Qualtrics XM programs, configurations, and best practices.

- Develop measurement frameworks for key customer experience metrics such as NPS, CSAT, CES, trust, loyalty, likelihood to return, and issue resolution.

- Experience with SQL, Python, R, Tableau, Power BI, Looker, or similar analytics and visualization tools.

- Experience supporting retail, eCommerce, loyalty, contact center, digital, hospitality, or service-based customer experience programs.

- Strong experience with data mapping, data modeling, and integrating feedback data with enterprise datasets.

- Advanced dashboard design and reporting experience, preferably within Qualtrics and Power BI.

- Strong analytical skills with the ability to interpret complex data and identify actionable insights.

- Experience creating executive-level reports, presentations, and business recommendations.

- Excellent communication, storytelling, and stakeholder management skills.

- Ability to manage multiple priorities, work independently, and partner across technical and non-technical teams.

- Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments.

Often makes recommendations to work procedures, policies, and practices.

- Performs duties within scope of general company policies, procedures, and objectives . Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result .

Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices.

- Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor .