Senior Data Analyst – Customer Experience Insights & Strategic Analytics (Remote)

About arenaflex and the Customer Experience Mission At arenaflex, we believe that every interaction a customer has with our brand should feel intentional, thoughtful, and exceptional. As a recognized leader in the home improvement retail space, arenaflex serves millions of customers each year through a nationwide network of stores, digital channels, and service platforms. Our commitment to being the destination for doers has always been rooted in understanding what our customers truly need, when they need it, and how they want to experience it. The Customer Experience (CX) organization at arenaflex exists to be the voice of the customer inside the business. We combine empathy with evidence, blending qualitative insight with quantitative rigor to advocate for the people who shop, build, and create with us every day. Our team operates at the intersection of strategy, analytics, technology, and human connection, working shoulder to shoulder with product, operations, marketing, supply chain, and technology partners to identify where we can elevate every touchpoint in the customer journey. We obsess over the details, measure what matters, and use data to justify investment in the moments that make the biggest difference for our customers. As we continue to expand the maturity of our CX analytics practice, we are investing in a new, modern data platform that will allow us to stitch together signals from surveys, transactions, digital behavior, contact center interactions, and competitive intelligence into a single, trusted view of the customer. The Senior Data Analyst on this team will be a foundational builder in that effort, helping shape the architecture, the storytelling, and the standard of analytical excellence across the entire CX organization. Position Purpose The Senior Data Analyst – Customer Experience will serve as one of the most trusted analytics experts on the CX team, owning data strategy, advanced analysis, and reporting for a major CX initiative. This role is perfect for a curious, business-savvy analyst who loves turning sprawling data sets into clear narratives, and who wants their work to directly influence decisions that affect millions of customers every year. Reporting to a senior engineering or analytics manager, this individual contributor will operate as the data domain lead for a critical initiative, partnering with cross-functional stakeholders to discover insights, measure impact, and continuously improve the customer experience at arenaflex.

Key Responsibilities

• Own the Data Domain for a Major CX Initiative: Become the most knowledgeable resource in the company on the data that powers a key CX initiative. Understand what data exists, how it is structured, how to join disparate sources, and how to turn it into decision-ready insight.
• Partner as a Strategic Analytics Expert: Serve on a balanced, cross-functional team of product, design, and business leaders. Combine deep customer understanding with analytical expertise to make sound, defensible recommendations that move the business forward.
• Continuous Discovery and Exploration: Lead ongoing data exploration, hypothesis generation, and opportunity sizing. Surface patterns, anomalies, and emerging trends that the rest of the organization can act on.
• Measure Impact and Track Benefits: Build the analytical framework to track the benefits of CX initiatives, stitching together multiple data sources to quantify improvement, demonstrate ROI, and justify continued investment.
• Advanced SQL and Data Engineering: Create, optimize, and maintain complex SQL queries, stored procedures, and data pipelines that power dashboards, automated reporting, and downstream analytics products.
• Build World-Class Dashboards: Design and develop front-end dashboards and visualizations in tools such as Tableau, ensuring they are intuitive, performant, and aligned with enterprise reporting standards.
• Help Design the Next-Generation CX Data Platform: Contribute to the architecture, design, and rollout of a new CX data platform. Build base queries, data models, and documentation that empower business users to self-serve confidently.
• Ad Hoc Analytics Support: Respond to ad hoc analytics requests from senior leaders and partners with speed, accuracy, and clear storytelling, framing insights in the context of business outcomes.
• Establish Reporting Standards and Best Practices: Architect a sustainable reporting framework, define documentation standards, and mentor colleagues on how to deliver high-quality, reproducible analytics.
• Data Quality, Validation, and Governance: Perform data cleansing, validation, and reconciliation across multiple source systems. Prep

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