HMH · 13 hours ago
Data Analyst, Customer Experience
United States
Full-time
Remote
Entry, Mid Level
$70K/yr - $75K/yr
1+ years expHMH is a learning technology company committed to delivering connected solutions that engage learners and empower educators. The Data Analyst, Customer Experience focuses on turning data into insights and dashboards that drive decisions, working closely with cross-functional teams to analyze customer health and support experience.
EnergyConsultingProfessional ServicesOil and Gas
Responsibilities
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 progress, usage, CSAT/NPS, ticket volume & SLAs). This will include close partnership with cross functional teams like management and RevOps
Analyze usage and outcomes at district/school/teacher levels to identify segments at risk, high-value advocates, or opportunities for cross-sell
Develop and refine customer health scores, churn/renewal propensity models, and onboarding risk signals
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
Analyze support operations (ticket reasons, handle time, routing efficiency) to highlight process gaps and automation opportunities
Provide ad-hoc analyses to CX and leadership: “Why did CSAT drop for this segment?”, “What’s driving escalations in state X?”, “Which cohorts lag in usage?”
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
Qualification
Required
Bachelor's degree in business, statistics, data analysis, education or a related field
1-3 years' experience working with complex visualization tools such as Tableau or PowerBI
Familiarity with a variety of reporting technologies (Excel, 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
Familiarity with EdTech data nuances (district hierarchies, rostering, assessment data)
Company
HMH
HMH offers a complete line of drilling equipment for offshore and onshore drilling.
1001-5000 employees
H1B Sponsorship
HMH has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageLeadership Team
David Bratton
Senior Vice President, CFO - Pressure Control Systems
Troy Matherne
SVP, Chief Information Officer
Recent News
Government Technology US
2025-09-12
2025-05-16
2025-05-05
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