Customer Experience Analyst

* United States of America - North Carolina - Morrisville

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere.

Description and Requirements

We are seeking a Customer Experience (CX) Analyst to lead Voice of the Customer (VoC) initiatives and drive customer insight programs across our Cloud and Software organization. This role is ideal for a strategic thinker with expertise in building VoC programs, measuring customer sentiment, designing surveys and insight analysis. As a CX Analyst you will work cross-functionally with product, marketing, sales, and customer success teams to champion the customer voice and influence roadmap decisions.

Key Responsibilities:

• Develop and Manage VoC Programs: Design and execute comprehensive Voice of the Customer (VoC) programs to collect and analyze feedback from multiple sources, including surveys, reviews, customer support interactions, and advisory councils.
• Customer Sentiment Methodologies & Analysis: Utilize sentiment analysis tools and methodologies (e.g., NPS, CSAT, CES, text analytics) to measure and interpret customer satisfaction and identify key trends.
• Monitor CX metrics, identify pain points, and recommend strategic improvements to enhance the end-to-end customer experience.
• Survey Design & Execution: Develop, refine, and execute customer surveys using best practices in survey design, sampling strategies, and statistical analysis to ensure data accuracy and relevance.
• Collaborate with stakeholders to define research objectives and align surveys with business goals.
• Insight Generation & Stakeholder Communication: Analyze customer feedback data and generate actionable insights that drive business decisions. Present findings to cross-functional teams, including product management, marketing, and customer support, ensuring VoC insights inform product roadmaps and CX initiatives.
• Create dashboards, reports, and presentations that effectively communicate key customer insights. Act as a CX culture champion, embedding VoC insights into company processes and decision-making.
• Partner with internal teams to implement CX enhancements that drive customer retention and satisfaction. Identify opportunities for continuous improvement by staying up to date with industry best practices and emerging trends in customer experience management.
• Data Analysis & Reporting: Use quantitative and qualitative data analysis methods to extract insights from large datasets, including customer surveys, user feedback, transactional data, and web analytics, specifically related to cloud and software products.
• Dashboard Creation: Develop and maintain dashboards and reports that monitor customer experience metrics, trends, and KPIs related to cloud services and software offerings.
• Market Research: Conduct regular market research and competitive analysis to inform product development, customer engagement strategies, and go-to-market strategies within the cloud and software space. Identify and define customer segments based on behavior, demographics, and other attributes, providing a deep understanding of our customer base in the Cloud and Software market.

Qualifications & Experience

• Bachelor’s degree in Business, Marketing, Data Science, Statistics, Communications, IT or related field.
• 6+ years of experience in Customer Experience, VoC programs, Customer Insights, or related fields.
• Strong knowledge of VoC methodologies, survey tools (e.g., Qualtrics, Medallia), and sentiment analysis techniques.
• Experience with customer journey mapping and segmentation techniques.
• Proficiency in data analysis tools (Excel, Power BI, Tableau, or similar) and ability to translate data into actionable insights.
• Experience working cross-functionally to influence product and CX strategies based on customer feedback.
• Excellent communication and storytelling skills, with the ability to translate and present complex data and insights to stakeholders at all levels.
• Passion for customer experience and a data-driven approach to decision-making.

Preferred Qualifications:

• MBA is a bonus
• Experience with customer experience platforms (e.g., Qualtrics, Medallia) and CRM tools (e.g., Salesforce).
• Familiarity with cloud computing, SaaS products, or software development life cycles.
• Familiarity with Software Development tools such as Jira, Confluence
• Familiarity with Analytics software such as Power BI, Tableau, Adobe analytics
• Familiarity with predictive analytics, machine learning, or AI-driven analytics.
• Experience in the tech industry or with digital products is preferred

About Lenovo’s Cloud and Software Organization

Lenovo’s Cloud and Software organization is at the forefront of delivering innovative, customer-centric software solutions that drive digital transformation. We are committed to understanding and enhancing the customer experience (CX) by leveraging data-driven insights to inform business decisions and improve our products and services.