Sr. Experience Intelligence Analyst
Day in Life:
This role is a corporate Customer Experience position responsible for helping Hertz build a more modern, data-driven, and action-oriented understanding of the customer experience. The Sr. Analyst will analyze customer feedback, operational performance, transaction data, and customer behavior to identify where the experience is working, where it breaks down, and what actions can improve customer and business outcomes.
The ideal candidate is a strong analyst who is curious, AI-forward, comfortable working with messy data, and able to connect structured and unstructured customer signals with business data to develop clear insights, recommendations, and measurable impact.
In practice, this may include analyzing customer experience performance, reviewing survey verbatims and service interactions, connecting feedback to operational or transactional data, using SQL and modern data tools to investigate root causes, leveraging AI tools to accelerate analysis and synthesis, building repeatable reporting views, and preparing clear recommendations that help cross-functional teams improve the customer experience.
This position starts at $100K commensurate of experience.
What You’ll Do:
- Analyze customer feedback, operational data, transaction data, and customer behavior to identify patterns, root causes, and improvement opportunities.
- Synthesize structured and unstructured feedback from surveys, service interactions, reviews, and other listening sources.
- Develop clear measurement approaches, KPIs, and analytical frameworks to quantify customer experience performance and business impact.
Translate complex data and customer signals into concise insights, recommendations, and next steps business partners can act on.
Clearly communicate what is known, what is still a hypothesis, where data limitations exist, and what actions should follow.
- Partner cross-functionally to connect insights to practical actions, accountable owners, and measurable outcomes.
Use SQL, modern data platforms, data visualization tools, and AI-enabled workflows to improve speed, quality, scalability, and repeatability of analysis.
- Build dashboards, reporting views, analytical tools, and reusable data assets that help leaders monitor performance and identify where and when action is needed.
- Leverage AI tools to support customer comment analysis, data exploration, coding assistance, analytical QA, insight development, and workflow automation.
Operate with ownership, urgency, and collaboration while helping the team move from reporting activity to measurable customer and business improvement.
- Bring structure, curiosity, accuracy, and sound judgment to ambiguous customer and business problems.
- Document metric definitions, assumptions, data limitations, and QA checks to ensure insights are trustworthy and repeatable.
What We’re Looking For:
- Bachelor’s degree or equivalent experience required.
- 3 years of experience in analytics, customer insights, operations analytics, product analytics, commercial analytics, consulting, or a similar quantitative/business field required.
- Strong SQL skills required.
- Experience with Tableau, Power BI, Databricks dashboards, or similar data visualization tools.
- Strong analytical judgment with the ability to move from data to insight to recommendation.
- Experience working with large, complex, and often messy datasets.
- Experience analyzing customer feedback, survey verbatims, contact center data, reviews, or other unstructured feedback at scales preferred.
- AI-forward mindset with demonstrated curiosity and willingness to use modern AI-enabled tools to improve analytical speed, quality, synthesis, and repeatability.
- Strong written and verbal communication skills, including the ability to create concise executive-ready summaries.
- High attention to detail and strong commitment to data accuracy, QA, and reporting governance.
- Flexible and adaptable; able to work effectively in ambiguous situations.
- Results-driven, curious, and comfortable challenging assumptions.
- Ability to collaborate with internal and external stakeholders across multiple functions and locations.
- Preferred experience in travel, hospitality, mobility, retail, logistics, customer operations, or service-intensive industries.
What You’ll Get:
- 40% off any standard Hertz Rental
- Paid Time Off
- Medical, Dental & Vision plan options
- Retirement programs, including 401(k) employer matching
- Paid Parental Leave & Adoption Assistance
- Employee Assistance Program for employees & family
- Educational Reimbursement & Discounts
- Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
- Perks & Discounts –Theme Park Tickets, Gym Discounts & more