Position:CX Insights Analyst

Job Description:

The CX Insights Analyst supports the Customer Experience (CX) discipline within the Experience Strategy & Design team by turning customer data into actionable insight. This role is hands-on and detail-focused—analyzing feedback and behavioral data to identify trends, troubleshoot issues, and support experience improvements. The ideal candidate is highly analytical, comfortable working in data platforms and pivot tables, and thrives on exploring the “why” behind customer behaviors.

Working closely with CX Operations, Senior CX Strategists, and functional teams like Product, Marketing, and Sales, this role helps ensure that data is consistently interpreted, shared, and used to improve the customer journey.

CX Insights Analyst
 

What will you be doing at Arrow?

Conduct deep-dive analyses using structured customer feedback (NPS, CSAT, surveys) and behavioral data (Adobe CJA, Microsoft Clarity, web analytics) to surface actionable insights.Support the setup and ongoing refinement of dashboards and reporting tools that track customer behavior, trends, and experience pain points.Build queries, data pivots, and extracts to enable ad hoc and recurring analysis of journey pathing, conversion flows, and transactional friction.Collaborate with CX Operations to maintain data quality and consistency across listening platforms and behavioral data sources.Package insights into consumable outputs for internal stakeholders (e.g., slide decks, dashboards, data summaries).Respond to internal requests for analysis from cross-functional teams and assist with investigations into customer-reported issues or experience anomalies.Stay current on CX metrics and best practices to ensure reporting and analysis are aligned with industry standards.

What we are looking for:

3–5 years of experience in customer insights, digital analytics, or business/data analysis.Strong Excel skills, including pivot tables, formulas, and data cleansing techniques.Proficiency in tools like Adobe Customer Journey Analytics, Microsoft Clarity, GA4, or similar digital analytics platforms.Experience with survey platforms such as Qualtrics, Medallia, or Salesforce Feedback Management is a plus.Ability to synthesize large data sets into clear, actionable summaries.Attention to detail, curiosity, and a strong commitment to accuracy and follow-through.Excellent interpersonal and written communication skills to support collaborative problem solving and insight sharing.Business fluency in English at least on C1 level.

What is in it for you?

Full Permanent contractSocial advantage: CNSS, CIMR, Health insuranceVery good working atmosphere in a team of passionate collaboratorsWork culture where you can make an impactWorking within an international organization, recognized worldwide in its sector.

Arrow is an equal opportunity employer and is committed to creating an inclusive and diverse working environment by providing equal employment opportunities for all qualified persons. 

Do you see yourself as our future colleague? If yes – send us your application.

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Location:MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type:Full time

Job Category:Marketing and Communications