Job Description
This role serves as the
primary business-facing analytics partner for the Customer & Product Support (Customer Experience) organization. The Senior Business Data Analyst translates complex customer, operational, and financial data into
clear, actionable insights that influence executive decisions, shape CX strategy, and drive measurable business outcomes.
This role operates with a
principal-level mindset: owning problem framing, insight integrity, and executive storytelling in a highly regulated, matrixed enterprise environment.
Responsibilities
Business Insight & Strategic Influence
- Partner with Customer Experience, Product Support, Operations, and Business Unit leaders to identify high-impact CX analytics use cases
- Translate ambiguous business questions into structured analytical approaches and decision-ready insights
- Develop executive-ready narratives that connect customer experience data to operational performance, risk, cost-to-serve, and customer retention
- Serve as a trusted advisor to senior leaders, influencing priorities through data-backed recommendations
CX Measurement & Intelligence
- Lead interpretation and application of CX metrics (e.g., satisfaction, loyalty, effort, operational outcomes) within a B2B aerospace context
- Integrate data across customer, service, supply chain, and support journeys to highlight systemic pain points and improvement opportunities
- Ensure metrics are applied consistently and responsibly across functions
Analytics Enablement & Governance
- Define standards for insight development, reporting, and visualization within the CX analytics domain
- Partner with Data Engineers and Data Scientists to ensure analytical outputs are business-relevant and consumable
- Promote adoption of dashboards, self-service tools, and AI-enabled insights through stakeholder enablement
Executive Communication
- Create concise, compelling executive presentations and readouts for senior leadership
- Translate advanced analytics and data science outputs into accessible, decision-focused messaging
Qualifications
- Bachelor's degree in Analytics, Business, Engineering, Economics, or related field
- 12+ years of experience in business analytics, customer analytics, or related roles within large, complex organizations
- Demonstrated success influencing senior leaders through data and storytelling
- Experience with Power BI and/or Tableau
- Comfortable operating in regulated, security-conscious environments
Preferred Qualifications
- Experience in Aerospace & Defense, manufacturing, or other highly regulated B2B industries
- Familiarity with customer support, service operations, and telephony data
- Exposure to AI-enabled analytics or self-service insight platforms
