Customer Experience Data Analyst

The CX Data Analyst will be the analytical powerhouse of Mirion’s new Customer Experience organization, turning raw data from disparate systems into actionable, revenue-impacting insights. Reporting to the Director of Customer Experience and working in lockstep with the CX Operations and Insights Manager, you will integrate and analyze data from Forsta (surveys/NPS/CSAT), Microsoft Fabric/Power BI/Databricks (enterprise analytics), Salesforce/Dynamics 365 (CRM), SAP (ERP), support ticketing systems, and other sources to create a single source of truth for customer health. Your work will directly inform prioritization, closed-loop actions, cohort revenue attribution, and executive reporting, enabling Mirion to drive predictive customer experience management across its diverse business units and product lines.
This is a highly leveraged role for someone who thrives on wrangling complex data environments and translating numbers into clear business recommendations.

Key Responsibilities

Ingest data flows from multiple sources (Forsta, Microsoft Fabric, Power BI, Databricks, Salesforce, Dynamics 365, SAP, ticketing systems, QA measurement platforms, installed-base data) to build unified customer views and CX datasets.

Perform advanced analysis on survey data (NPS, CSAT, verbatim text analytics), operational metrics (support tickets, renewal rates, service attachment), and financial outcomes (revenue per account, churn, capital cycles) to uncover trends, correlations, and drivers.

Collaborate closely with the CX Operations and Insights Manager to segment customers, identify at-risk/expansion opportunities, and define prioritized actions for enterprise, business units, and product lines.

Build and maintain enterprise CX dashboards, cohort reports, and predictive models (e.g., churn risk, next purchase propensity, service upsell likelihood) in Power BI/Forsta.

Conduct deep-dive analyses (journey mapping, segmentation, driver analysis) to quantify the financial impact of experience gaps and improvements.

Support closed-loop processes by providing data-driven targeting (e.g., detractor lists with revenue-at-risk flags) and tracking action outcomes.

Develop and automate regular reporting (weekly revenue-at-risk lists, quarterly cohort performance, annual ROI reviews) for CX leadership, divisional stakeholders, and Finance.

Partner with IT and data teams to improve data quality, hygiene, and integration.

Translate complex analyses into clear, executive-ready insights and recommendations - telling the “so what” story behind the data.

Stay current on analytics best practices and tools relevant to B2B/industrial CX (text analytics, predictive modeling, cohort attribution).

Required Qualifications

5+ years of experience as a data analyst, business analyst, or insights analyst in a B2B environment (preferably with multi-system data integration).

Advanced proficiency in Power BI or similar visualization tools; experience with Microsoft Fabric, Databricks, or big-data platforms is a strong plus.

Strong SQL skills and experience integrating data from multiple sources (Salesforce, Dynamics 365, SAP, survey platforms like Forsta/Qualtrics/Medallia).

Demonstrated ability to perform customer cohort analysis, segmentation, and financial attribution (linking experience metrics to revenue outcomes).

Experience with text analytics, voice analytics, journey analytics, or predictive modeling in a CX or revenue context.

Knowledge in leveraging artificial intelligence (AI) to augment tasks and workflows

Excellent storytelling with data: able to distill complex analyses into clear insights and recommendations for non-technical stakeholders.

Comfort working in ambiguous, evolving data environments and building analytical frameworks from the ground up.

Strong collaboration skills and a proven track record partnering with program managers and cross-functional teams to drive action from insights.

Travel

Minimal travel required (~10%), primarily for occasional stakeholder workshops or data alignment sessions.