Aggregate and analyze data across multiple sources (ERP, CRM, service interactions, surveys, etc.) to generate actionable customer, sales, and operational insights
Identify key drivers of customer satisfaction, retention, and churn through structured analysis and segmentation
Translate complex datasets into clear, concise narratives that highlight trends, root causes, and opportunities for improvement
Serve as the subject matter expert on customer experience performance, developing a deep understanding of the end-to-end customer journey
Analytics, Reporting & Visualization
Design and develop dashboards and reporting tools to provide visibility into customer experience metrics, service performance, and operational health
Establish and standardize KPIs for Customer Experience, including leading and lagging indicators
Support CX functional leaders by providing standardized dashboards and views for monthly/quarterly business reviews that synthesize insights into a compelling performance narrative
Voice of Customer & Journey Optimization
Partner with functional areas (e.g. Customer Care) to standardize data collection practices for optimized data aggregation and analysis
Support the development and scaling of Voice of Customer (VoC) programs, including surveys, feedback loops, and qualitative insights
Analyze customer feedback and behavioral data to identify friction points and opportunities across the customer journey
Partner with CX and Operations leaders to prioritize and track improvement initiatives based on insight-driven recommendations
Help define and measure success for key customer experience initiatives (I.e. business impact)
Cross-Functional Enablement & Data Strategy
Partner with Sales, Operations, Marketing, Technology and Supply Chain to connect customer insights with business performance drivers
Ensure data integrity and consistency across systems, helping define best practices for data capture and usage
Support the integration of new tools, data sources, and processes that enhance visibility into the customer experience
Act as a connector across teams, ensuring insights are actionable and embedded into decision-making processes
Build scalable frameworks for analyzing and monitoring customer and operational performance
Identify inefficiencies in current processes and recommend improvements supported by data
Support the development of playbooks, workflows, and reporting structures that enable a more proactive CX organization
Contribute to a culture of continuous improvement by promoting data-driven thinking across the business
Tools, Systems & Technical Capabilities
Leverage data and analytics tools such as Tableau, Excel, Snowflake, AI, and SAP to extract, manipulate, and visualize data from multiple sources
Build scalable data models and perform advanced analysis using Excel (e.g., pivot tables, Power Query, complex formulas) and SQL-based environments (e.g., Snowflake)
Develop and maintain dashboards and reporting solutions in Tableau to provide actionable insights and drive decision-making
Partner with IT and data engineering teams to ensure data integrity, accessibility, and proper data architecture
Apply working knowledge of ERP systems (e.g., SAP) to incorpora
Benefits
Health insurance
Additional Information
BSN SPORTS, A VARSITY BRANDS COMPANY - THE RECOGNIZED LEADER IN TEAM ATHLETIC GEAR
For over 50 years, BSN SPORTS has been the largest team sporting goods equipment and apparel distributor of choice in the United States . Our 3,000 BSN SPORTS employees strive to support the Heart of the Game by putting valuable time back into the day of coaches and administrators through excellent service platforms. Our company mission is simple: Save coaches and administrators time with everything they do off the field so they have more time to impact young lives on it.
JOB TYPE: Full Time
LOCATION: Farmers Branch Headquarters. 4 days onsite, 1 days work from home.
TRAVEL REQUIREMENTS: >10%
HOW YOU WILL MAKE AN IMPACT
BSN SPORTS is seeking a data-driven, intellectually curious Senior Insights Analyst to support our Customer Experience (CX) organization. This strategic role will serve as the central hub for transforming raw data into actionable insights that improve customer satisfaction, retention, and operational performance.
This individual will play a critical role in aggregating, organizing, and synthesizing data across multiple touchpoints (customer interactions, sales behaviors, service performance, and operational workflows) to uncover meaningful insights and drive continuous improvement. The analyst will partner cross-functionally to ensure a holistic understanding of the customer journey and identify opportunities to elevate it.
This is a unique opportunity to shape how BSN SPORTS leverages data to better understand and serve our customers - driving a more proactive, insight-led approach to decision-making and experience design.
Varsitybrands · Farmers Branch, TX