Analyst, Customer Experience Insights

Job overview

The Analyst, Customer Experience Insights position is hybrid in Naperville, IL, generally working in the office Tuesday–Thursday and remotely Monday and Friday. Pay is $70,400–$105,600 per year; the posting notes compensation may also include an annual performance-based bonus, sales incentive plan, or commission target. Oncourse Home Solutions, also operated as American Water Resources, helps homeowners protect essential home systems and appliances. The analyst supports the customer experience organization’s analytics and reporting infrastructure. By tracking metrics, investigating customer feedback, sizing potential impacts, and supporting analytics tools, the role helps the team identify customer pain points and opportunities for improvement.

What you'll do

• Build, maintain, and refresh recurring CX dashboards and reports with the BI team
• support root cause analysis of escalations, complaints, and detractor responses
• support customer impact sizing
• assist with detractor review workflows, including call transcript analysis and pattern identification
• support LLM-based tooling and automation
• prepare ad hoc analyses
• map customer journey touchpoints
• communicate findings to non-technical stakeholders
• stay current on relevant analytics trends and tools.

What we're looking for

Skills & competencies

analyst, customer experience insights

naperville il

american water resources

oncourse home solutions

hybrid

customer experience analytics

sql

generative ai tools

cx dashboards

root cause analysis

customer journey

$70,400–$105,600 per year

python preferred

401(k) match

Work arrangement

• Weekend coverage required

Benefits & perks

• Healthcare, life insurance, paid time off, retirement, commuter benefits, education reimbursement, medical, dental and vision coverage, short- and long-term disability, 401(k) with 4% company match, FSA/HSA options, and employee wellness resources.

Why this role

The posting requires SQL proficiency and experience with generative AI tools; Python is preferred but not required. It describes 2–4 years of relevant experience as a strong entry point. Travel is not required by the structural listing; the source does not state a travel requirement.

About the employer

American Water Resources LLC is hiring for this role. Industry: Water Supply and Irrigation Systems. Sector: 22.