How will this role impact First Command?

The Customer Insights Analyst transforms experience, behavioral, operational, and research data into connected insights that help First Command understand client needs, measure experiences across key journeys, identify drivers of experience, and enable informed business decisions.

This role applies the enterprise Experience Measurement Framework to synthesize quantitative and qualitative signals, connect experience measures with operational and business outcomes, and uncover patterns, emerging needs, moments that matter, and opportunities for improvement. The analyst brings natural curiosity, critical thinking, and the ability to challenge assumptions and ask probing questions of the data.

Reporting to the Associate Director, Client Experience, the Customer Insights Analyst works independently and across functions to translate complex findings into clear stories, recommendations, and decision support. Success requires strong analytical, data visualization, communication, project management, and relationship-building skills, along with an adaptable mindset and willingness to learn new tools and methods.

What will the employee do in this role?

• Synthesize experience feedback, behavioral, operational, journey, research, and business data to identify patterns, drivers, emerging needs, and opportunities.
• Apply the Experience Measurement Framework to support consistent measurement and connect experience measures to strategic priorities and business outcomes.
• Analyze priority client journeys to identify moments that matter, friction points, performance trends, and opportunities for improvement.
• Partner with Journey Management and cross-functional teams to establish journey measures and translate insights into prioritized actions.
• Use appropriate analytical and statistical methods to evaluate trends, relationships, root causes, and changes in client behavior and experience performance.
• Develop clear visualizations, reports, and data stories that translate complex findings into practical recommendations and decision support.

Skills & Qualifications

Education

• Bachelor’s degree or equivalent experience in business analytics, data science, customer or user research, user experience/HCI, psychology, sociology, marketing research, or a related field.

Work Experience

• 3+ years of experience in customer, market, experience, or business insights, with hands-on quantitative and qualitative analysis.
• Experience combining research, survey, behavioral, operational, and business data to generate actionable insights.
• Experience developing dashboards, visualizations, reports, or executive-ready data stories using tools such as Power BI or comparable platforms.
• Experience managing insights or analytical work from business question through analysis, recommendation, and activation.
• Required Knowledge, Skills and Abilities
• Ability to synthesize quantitative and qualitative information across experience, behavioral, operational, journey, research, and business data.
• Working knowledge of experience measurement, journey measurement, research methods, metric selection, and interpretation of customer feedback.
• Ability to frame business questions, develop hypotheses, select appropriate analytical approaches, and recognize data limitations.
• Proficiency with data visualization and experience platforms such as Power BI, Qualtrics, Google Analytics, Medallia, or comparable tools.
• Strong data storytelling and presentation skills, with the ability to explain complex findings and recommendations to technical and non-technical audiences.
• Ability to translate insights into practical recommendations and support partners in connecting findings to decisions and actions.
• Strong collaboration, relationship-building, organization, and project management skills, with respect for role ownership and governance.
• Curiosity, critical thinking, attention to detail, adaptability, and familiarity with knowledge management or AI-assisted synthesis.

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