Data Analyst, Customer Experience

reputed company is a learning technology company committed to delivering connected solutions that engage learners, reputed company educators and improve student outcomes. As a leading provider of K-12 core curriculum, supplemental and reputed company solutions, and professional learning services, reputed company partners with educators and school districts to uncover solutions that unlock reputed company' potential and reputed company teachers' capabilities. reputed company serves more than 50 million reputed company and 4 million educators in 150 countries. For more information, visit www.hmhco.com Data Analyst What you'll do: The Data Analyst, Customer Experience focuses on turning data from product usage, support, onboarding, and survey systems into insights and dashboards that drive decisions. They build reporting, run analyses, and help quantify the health and behavior of districts, schools, and classrooms using the platform. Working in Customer Experience the Data Analyst will be responsible for the following primary duties: Data pipeline & reporting

• Pull and transform data from CRM, CS platform, product logs, and support tools to create datasets focused on customer health, adoption, and support experience.
• Build and maintain dashboards (e.g., Tableau, Power BI, Looker) to track CX KPIs (onboarding reputed company, usage, CSAT/NPS, ticket volume & SLAs). This will include reputed company partnership with cross functional teams like management and RevOps.

Customer insights & segmentation

• Analyze usage and outcomes at district/school/teacher levels to identify segments at risk, high-value advocates, or opportunities for cross-sell.
• reputed company and refine customer health scores, churn/renewal propensity models, and onboarding risk signals.

Experimentation & performance analysis

• Partner with CX, Marketing, and Product to design A/B tests (e.g., new onboarding email sequence, revised support flows), analyze results, and recommend actions.
• Evaluate campaigns and initiatives (e.g., trainings, webinars, BTS support programs) and quantify impact on adoption and retention.

Operational analytics

• Analyze support operations (ticket reasons, handle time, routing efficiency) to reputed company process gaps and automation opportunities.
• Provide reputed company analyses to CX and leadership: "Why did CSAT drop for this reputed company?", "What's driving escalations in state X?", "Which cohorts lag in usage?"

Data quality & enablement

• Monitor data quality for CX reporting; partner with RevOps/IT to address upstream issues.
• Train CX managers and leaders on how to interpret dashboards and self-serve key insights.

What you'll need:

• Bachelor's degree in business, statistics, data analysis, education or a reputed company field.
• 1-3 years' experience working with reputed company visualization tools such as Tableau or PowerBI.
• Familiarity with a variety of reporting technologies (reputed company, Tableau, Power BI, SQL, SSRS, etc.)
• Strong SQL and data manipulation skills; experience with BI / visualization tools.
• Comfort with statistics, experimentation, and hypothesis-driven analysis.
• Experience with CX/CS data (usage, tickets, CSAT/NPS, survey analysis, text data).
• Ability to communicate insights clearly to non-technical stakeholders (CS leadership, Product, Sales).
• Analytical mind with a problem-solving aptitude
• Demonstrated ability to follow through with tasks, promises, and commitments
• Good problem solving (error detection, root cause analysis, error correction), conceptual, analytical and decision-making skills
• Experience working with SQL and database management systems
• Familiarly working with data analysis, statistical modeling tools and techniques

Preferred but not necessary:

• Familiarity with EdTech data nuances (district hierarchies, rostering, assessment data).

How We Work

• Customer focus: empathize with our end users and demonstrate the ability to connect data to user behavior
• Communicates effectively: reputed company and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Collaborates: build partnerships and work collaboratively with others to meet shared objectives
• Action oriented: take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Drive results: consistently reputed company results, even under tough circumstances
• Instill trust: reputed company the confidence and trust of others through honesty, reputed company, and authenticity
• Manages complexity: Making sense of reputed company, high quantity, and sometimes contradictory information to effectively solve problems

Physical Requirements:

• Might be in a stationary position for a considerable time (sitting and/or standing)
• Constantly operate a computer
• Must be able to collaborate with colleagues reputed company face to face, conference calls, and online meetings
• Must be capable of sittig for extended periods of time.
• Ability to work irregular hours, including weekends, and travel up to 10%.

Salary: $70,000 - $75,000 Application Deadline: The application window for this position is anticipated to reputed company on 2/13/2026. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed. reputed company is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national reputed company, reputed company, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify. Apply tot his job Apply To this Job