Customer Insights Business Analyst
Posted: 02/23/2026
Job Number: 22243
Job Description
Customer Insights Business Analyst
Overview
We are seeking a Customer Insights Business Analyst to support customer research, survey management, and performance reporting initiatives within a regulated utilities and energy services environment. This role plays a key part in understanding customer sentiment, improving service experiences, and delivering actionable insights that help inform operational and customer engagement strategies.
This is a highly collaborative, business-facing role that partners with customer analytics, contact center operations, and internal stakeholders to ensure customer feedback is captured, analyzed, and reported accurately and efficiently.
Key ResponsibilitiesSurvey Management & Customer Research
Overview
We are seeking a Customer Insights Business Analyst to support customer research, survey management, and performance reporting initiatives within a regulated utilities and energy services environment. This role plays a key part in understanding customer sentiment, improving service experiences, and delivering actionable insights that help inform operational and customer engagement strategies.
This is a highly collaborative, business-facing role that partners with customer analytics, contact center operations, and internal stakeholders to ensure customer feedback is captured, analyzed, and reported accurately and efficiently.
Key ResponsibilitiesSurvey Management & Customer Research
- Build, manage, and administer internal and external customer surveys.
- Partner with internal requestors to define survey objectives, success criteria, timelines, and distribution strategies.
- Develop surveys using the Qualtrics platform while adhering to internal standards and best practices.
- Schedule survey distributions and ensure timely delivery of results.
- Monitor survey participation, analyze feedback trends, and report findings.
- Collaborate with customer analytics and research teams to support advanced reporting and insights as needed.
- Prepare and distribute recurring reports, including:
- Weekly customer platform performance metrics
- Monthly contact center performance reports
- Track customer experience metrics, survey completion rates, and operational performance trends.
- Provide clear, concise reporting and insights to stakeholders.
- Support assigned customer research initiatives, coordinating across departments as required.
- Track project tasks, timelines, and deliverables to ensure completion.
- Support ad hoc business and customer insights projects as needed.
- Manage team tasks and documentation within SharePoint, including:
- Project tracking
- Task lists
- Reporting artifacts
- Process documentation
- Maintain and create documentation within Confluence to ensure current processes, standards, and workflows are accurately recorded.
- Track team initiatives and progress using Trello.
- Monitor activity within the company’s customer community platforms.
- Provide summaries and reports on customer engagement and feedback trends.
- High school diploma or equivalent required.
- Associate’s or Bachelor’s degree preferred, but not required.
- Equivalent combination of education and relevant work experience will be strongly considered.
- 2+ years of experience in customer insights, business analysis, customer service operations, market research, reporting, or related business functions.
- Experience building and managing surveys (Qualtrics preferred).
- Strong analytical, organizational, and problem-solving skills.
- Experience working with reporting tools, spreadsheets, and dashboards.
- Strong attention to detail and ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Comfortable working cross-functionally with business, analytics, and operations teams.
- Qualtrics
- SharePoint
- Confluence
- Trello
- Microsoft Excel, PowerPoint, and Word
- Experience in regulated utilities, energy services, infrastructure, or other highly regulated service industries.
- Familiarity with customer engagement strategies, contact center operations, or service experience improvement initiatives.
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