Business Analyst - Customer Experience

Here at Siemens, we take pride in enabling sustainable progress through technology. We empower customers and combine the real and digital worlds. Improving how we live, work, and move today and for the next generation starts with our people. We know a business thrives when its people are thriving, and our global, diverse team is ready to support you and challenge you to grow in new ways.

About the role

The preferred location is near Wendell, NC, or another Siemens hub, with hybrid or remote flexibility considered based on experience level. This role helps Siemens Electrification & Automation turn customer data, support signals, portal readiness needs, survey feedback, and operational data into practical insights and recommendations. You will help manage the customer-facing data layer behind portal, support, surveys, marketing automation, and other customer touchpoints, while building dashboards, analysis routines, and a CX data roadmap that supports better decisions across Customer Experience.

Responsibilities

• Analyze customer support data, portal activity, NPS surveys, project surveys, operational data, and other CX signals to identify friction, trends, risks, and opportunities.
• Support Customer Portal readiness by helping ensure key customer-facing data objects are accurate, trusted, and usable before customers are onboarded or broader portal capabilities are expanded.
• Help manage the customer-facing data layer by understanding data sources, downstream uses, and where teams may be using inconsistent, outdated, duplicated, or non-standard data for customer-facing purposes.
• Partner with Data Champions, Customer Support, Digital, IT, Marketing, Service, Sales, Operations, and other teams to align customer-facing data use cases to trusted sources.
• Build dashboards, recurring insight reviews, analysis routines, and recommendations that support the CX Program Manager, Head of CX, and partner teams in making better strategic decisions.
• Perform hands-on data stewardship work when needed, including manual record review, creation, updates, validation, or coordination of corrections for customer-facing data that supports portal readiness and related business processes.
• Document supporting workflows, process maps, requirements, business rules, and decision logic when analysis identifies process gaps, unclear ownership, or recurring manual work.
• Identify patterns in recurring manual data maintenance work and recommend ways to streamline ownership, improve workflows, strengthen reporting visibility, or reduce repeat effort over time.

Requirements

Basic Qualifications

• 3+ years of experience in customer experience analytics, business analysis, data analysis, customer operations, sales operations, marketing operations, service operations, or related work; business analysis training, data analytics training, or related certifications may be considered in combination with practical experience.
• Salesforce.com experience or Salesforce certification is required.
• Experience working with customer data, customer support data, CRM data, ERP data, survey feedback, operational data, or similar data sets across multiple systems.
• Experience turning data into dashboards, reports, insights, recommendations, business requirements, or decision support for leaders and cross-functional teams.
• Demonstrated ability to investigate data issues, identify patterns, ask better questions, and make practical recommendations in ambiguous environments.
• Experience documenting workflows, process maps, business rules, requirements, standard operating procedures, or decision logic.
• Ability to partner with stakeholders across Customer Support, Digital, IT, Marketing, Sales, Service, Operations, Data Governance, or similar functions.
• Strong Excel, reporting, analytical, written communication, and verbal communication skills.
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship.

Preferred Qualifications

• Experience working in a complex matrix organization with multiple systems, teams, and data owners.
• Experience with customer portals, customer support platforms, CRM systems, ERP systems, survey tools, marketing automation platforms, reporting tools, or customer data repositories.
• Experience with Siemens tools or related platforms such as SAP, Snowflake, or similar systems.
• Experience supporting customer-facing data governance, data stewardship, data quality improvement, or trusted data source alignment.
• Experience building dashboards, recurring insight reviews, portfolio views, or reporting routines that improve visibility and decision-making.
• Experience documenting customer journeys, process maps, workflow diagrams, business requirements, or standard operating procedures.
• Bachelor’s degree in business, engineering, operations, information systems, data analytics, marketing, or a related field, or equivalent practical experience, business analysis training, data analytics training, or relevant certification.

Pay

$52,836 – $90,576