Lead Specialist, Business Analytics

Pearson is an education and learning company seeking a Lead Specialist, Business Analytics for Customer Experience. The role analyzes structured and unstructured customer feedback, develops actionable insights and reporting, and builds self-service dashboards to support data-informed decisions. It also applies statistical analysis, topic modeling, AI, and automation to improve understanding of the end-to-end customer journey.

Responsibilities:

• Analyze customer experience data across products, business units, and geographies to identify trends, patterns, and opportunities that inform strategic decisions
• Develop actionable insights and reporting outputs that support business-defined use cases and enable data-informed decision-making
• Prepare and present analysis-based reports to stakeholders, tailoring findings to business needs and audience priorities
• Design, build, and maintain self-service dashboards that enable business teams to access and interpret customer experience insights independently
• Apply statistical analysis techniques to support customer segmentation, audience deep dives, and other advanced analytical needs
• Build and maintain topic models that support business use cases and provide deeper visibility into the end-to-end customer journey

Requirements:

• Experience with Customer Experience measurement principles and techniques (including the use of the NPS and/or CSAT metrics)
• Experience with reporting, analysis, and data visualization tools (ex. Tableau, Google Data Studio, Excel)
• Demonstrated ability to facilitate discussions, communicate clearly, manage time effectively, and build strong stakeholder relationships
• Strong problem-solving and critical-thinking skills, with the ability to analyze complex information
• Ability to understand organizational priorities and connect analytical work to business outcomes
• Experience supporting data, reporting, business intelligence, or data warehouse initiatives
• Experience with Qualtrics or similar survey tooling
• Familiarity with Jira and Confluence
• Experience in using AI to capture and/or analyze customer behavior or feedback
• Familiarity with web marketing: SEO, AdWords, Social Media tagging, UTM parameters
• Data and data formatting: Proficient with multiple data formats: including JSON, XML and CSV
• BA or BS degree in Business, Communications, Information Systems, Data Science, Math or relevant experience
• Experience as a CX Analyst, Business Analyst, or related role
• Ability to manage multiple priorities and deadlines effectively