Senior Customer Insights Engineer

About the role

The Senior Customer Insights Engineer leads customer experience programs by combining technical skills, data analysis, and leadership storytelling.

Responsibilities

• Design, build, and maintain complex Qualtrics surveys, workflows, dashboards, ticketing processes, and reporting structures.
• Create automated insights generation processes for unstructured data to deliver “next best action” recommendations to retail, hospitality, boat, call center, club, digital, and operational leaders.
• Configure advanced Qualtrics workflows, including automated alerts, closed-loop feedback processes, routing logic, ticket creation, escalations, and integrations.
• Build and maintain ticketing systems within Qualtrics to support customer recovery, service issue resolution, and operational follow-up.
• Partner with IT, data, and business teams to integrate Qualtrics with internal systems, CRM platforms, data warehouses, and reporting environments.
• Manage data mapping, embedded data, contact lists, directories, metadata, survey logic, and response structures to ensure scalable and reliable program design.
• Design and optimize customer feedback surveys across multiple touchpoints, including post-transaction, relationship, digital, contact center, loyalty, and journey-based programs.
• Partner with business stakeholders to define research objectives, feedback strategies, sample plans, and analysis approaches.
• Continuously evaluate survey performance, response rates, data quality, and respondent experience.

Requirements

• Bachelor's Degree (minimum requirement).
• 5-7 years of relevant experience.
• Understand Qualtrics XM programs, configurations, and best practices.
• Develop measurement frameworks for key customer experience metrics such as NPS, CSAT, CES, trust, loyalty, likelihood to return, and issue resolution.
• Experience with SQL, Python, R, Tableau, Power BI, Looker, or similar analytics and visualization tools.
• Experience supporting retail, eCommerce, loyalty, contact center, digital, hospitality, or service-based customer experience programs.
• Strong experience with data mapping, data modeling, and integrating feedback data with enterprise datasets.
• Advanced dashboard design and reporting experience, preferably within Qualtrics and Power BI.
• Strong analytical skills with the ability to interpret complex data and identify actionable insights.
• Experience creating executive-level reports, presentations, and business recommendations.
• Excellent communication, storytelling, and stakeholder management skills.
• Ability to manage multiple priorities, work independently, and partner across technical and non-technical teams.

Travel Requirements

Occasional travel required.

Physical Requirements

• Regularly completes computer work and sits.
• Occasionally walks and stands.
• Seldom lifts up to 50 lbs.

Benefits

• Discounts on retail merchandise, restaurants, world-class resorts, and conservation attractions.
• Medical, dental, and vision insurance.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Voluntary benefits.
• 401k Retirement Savings Plan.
• Paid holidays, vacation, and sick time.
• Bass Pro Cares Fund.
• Additional benefits available.