Customer Insight Analyst | SHAW ONSITE | Night Shift

We are seeking a Customer Insight Analyst to join our Global Customer Success Strategy & Enablement team at Digital Realty. This role plays a key part in developing and executing customer communication strategies, analyzing customer insights, and supporting data-driven decision-making.

The ideal candidate has strong analytical skills, project management experience, and excellent communication abilities to help drive engagement and enhance the overall customer experience.

Key Responsibilities

Customer Insights & Reporting

  • Analyze customer behavior, trends, and feedback to provide actionable insights.
  • Develop and maintain reports, dashboards, and presentations for internal and external stakeholders.
  • Track and measure the impact of customer communications and engagement.

Customer Communication & Engagement

  • Coordinate and execute internal team and customer-facing communication strategies.
  • Draft, schedule, and send newsletters, emails, and other communication materials using tools like Contact Monkey.
  • Collaborate with teams to ensure alignment on communication goals.

Project Management & Coordination

  • Manage timelines and schedules for communication projects.
  • Work with cross-functional teams to gather requirements and ensure smooth execution of customer engagement initiatives.
  • Identify areas of improvement in customer interactions and provide recommendations.

Qualifications & Requirements

Education & Experience

  • Bachelor's degree in Business, Marketing, Communications, Data Analytics, or a related field.
  • At least 2-3 years of experience in a similar role (Customer Insights, Data Analysis, or Customer Communications).

Technical Skills

  • Strong proficiency in Excel (pivot tables, VLOOKUP, data visualization), Power BI, or Tableau.
  • Experience with reporting tools, CRM platforms (Salesforce, HubSpot), or customer analytics tools.
  • Familiarity with Contact Monkey or similar email automation/communication tools is a plus.

Soft Skills

  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to manage multiple projects and meet deadlines.
  • Detail-oriented with a data-driven mindset.

Why Join Us?

🌍 Be part of a global company driving customer success.
📊 Gain exposure to customer analytics and insights.
🚀 Work in a fast-paced and dynamic environment.
💡 Opportunity to collaborate with cross-functional teams.

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Employer questions

Your application will include the following questions:
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a Customer Insights Analyst?
  • Which of the following web analytics tools are you experienced with?
  • How much notice are you required to give your current employer?
  • How many years' experience do you have as a reporting analyst?
  • How many years' experience do you have as an Insights Analyst?
  • How many years of project management experience do you have?

Company profile

Company Logo for IBEX Global Solutions
Information & Communication Technology1,001-5,000 employees

Solutions for Global Business Needs

Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.

Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.

Capitalizing on Our Core Strengths

Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.

At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.

We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:

INTEGRITY

Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.

RESPECT

Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.

TRANSPARENCY

Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.

EXCELLENCE

Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.

Perks and benefits
Medical
Miscellaneous allowance
Loans
Dental
Program Incentives and Allowance

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