Job Description

Customer Experience Analyst

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As a Support Customer Support Experience (CX) Analyst, you will independently uncover insights from complex, multi‑source datasets to optimize support end‑to‑end customer journeys across HP Consumer, Commercial and Services businesses. You will analyze the full Support customer lifecycle—using customer feedback, operational, telemetry, and survey data—to identify pain points, moments that matter, and drivers of loyalty, churn, and experience outcomes.

You will translate insights into clear, actionable, executive‑ready recommendations and scale analysis through modern data platforms and AI‑assisted workflows. You will partner closely with support cross‑functional teams (Care Centers, Field & Channel, Support Category, Supply Chain) to support decision‑making, resolve data issues end‑to‑end, and drive measurable customer and business impact.

What You’ll Do

• Analyze complex, large‑scale datasets to surface customer experience insights and root causes of performance issues
• Structure ambiguous business questions into clear analytical approaches and hypotheses
• Map and optimize support end‑to‑end customer journeys, identifying key touchpoints, pain points, and improvement opportunities
• Design, maintain, and validate CX metrics and KPIs (e.g., NPS, CSAT, CES, TPR, churn, KPIs)
• Build and maintain dashboards and analytical views (e.g., Power BI) to support ongoing CX monitoring
• Troubleshoot data issues end‑to‑end across source systems, transformations, and reporting layers
• Partner with stakeholders to triage data questions, validate metrics, and explain findings clearly
• Translate analytical findings into executive‑ready narratives, recommendations, and readouts
• Support executive briefings and cross‑functional forums with data‑driven insights and recommendations
• Leverage AI and Copilot‑based tools to accelerate analysis, insight generation, and reporting
• Proactively identify opportunities to automate or scale recurring analysis and reporting workflows
• Operate independently with a strong ownership mindset, driving work forward in ambiguous environments

What You Bring

• Bachelor’s degree (or higher) in Business, Analytics, Marketing, Engineering, Data Science, or a related field (or equivalent practical experience)
• 4–7 years of relevant experience in customer experience, analytics, insights, business analysis, or related roles
• Strong analytical thinking, problem‑solving skills, and attention to data accuracy and quality
• Ability to communicate complex insights clearly to both technical and non‑technical audiences
• Comfort operating in ambiguity with a proactive, ownership‑driven mindset

Required Skills & Qualifications

Data & Analytical Skills

• Strong proficiency in SQL for data extraction, transformation, and validation
• Proven ability to conduct root‑cause analysis and investigate data discrepancies end‑to‑end
• Strong understanding of data quality, validation, and anomaly detection
• Ability to translate business questions into clear, structured analyses

Modern Data Environment

• Hands‑on experience with cloud or Lakehouse platforms (e.g., Databricks, Spark SQL, notebooks)
• Experience working with large, multi‑source datasets
• Understanding of end‑to‑end data flows (source → transformation → reporting)

Visualization & Reporting

• Experience building and maintaining Power BI dashboards, including data models, DAX measures, and visualizations
• Ability to design clear, insightful visualizations and analytical summaries

CX Domain & Stakeholder Partnership

• Experience supporting CX, product, operations, or commercial stakeholders with data and insights
• Ability to collaborate effectively with cross‑functional teams (CX Ops, Product, Engineering)
• Strong customer‑centric mindset and advocacy

AI, Automation & Next‑Gen Analytics

• Experience or strong interest in AI‑assisted analytics tools (e.g., Microsoft Copilot, LLM‑based tools)
• Ability to use AI to accelerate—rather than replace—analytical thinking
• Exposure to automating recurring analytical or reporting workflows
• Curiosity and learning agility to adopt new tools and analytical approaches

Nice to Have / Preferred Skills

• Python or PySpark for advanced analysis or automation
• Experience with CX listening and feedback tools (e.g., Qualtrics, Medallia, Sprinklr)
• Familiarity with telemetry, survey, social, or operational datasets
• Awareness of data governance concepts (metadata, lineage, access control)
• Experience designing reusable datasets, semantic models, or repeatable analytical frameworks
• Performance optimization for queries and dashboards

Core Competencies

• Clear, concise communication and storytelling (written and verbal)
• Executive presence and ability to deliver executive‑ready insights
• Proactive ownership and accountability
• Intellectual curiosity and continuous learning mindset
• Results orientation with comfort defining and tracking success metrics
• Strong collaboration and stakeholder management skills

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, or qualifications. Responsibilities may evolve, and additional functions may be assigned as business needs require.

Job -

Marketing

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal"