OGC Global

Customer Support

• Lead global CX initiatives alongside cross-functional teams to ensure alignment, execution and continuous improvement of customer experience programs.
• Gather requirements from business stakeholders to understand data and reporting needs.
• Query and analyze data from multiple internal systems to identify customer insights, behaviors, and trends.
• Develop clear, executive-ready reports and dashboards using visualization tools such as Tableau, Power BI, or Excel.
• Build and maintain repeatable data workflows and reporting processes.
• Design, test, and refine customer surveys aligned to client objectives and CX strategy.
• Partner with implementation vendors to track deliverables, troubleshoot issues, and optimize CX platforms.
• Communicate insights and recommendations clearly to client and internal teams.
• Contribute to the evolution of CX processes by integrating customer feedback into strategic initiatives.

Customer Experience Analyst

Strategy

• Act as a trusted advisor to enterprise clients: listen closely, interpret nuanced requests, and design solutions aligned with their objectives.
• Lead CX consulting engagements, ensuring insights are actionable and tied to measurable outcomes.
• Build and maintain strong client relationships, fostering confidence and identifying opportunities for additional value.
• Oversee the development of client-ready deliverables that synthesize findings into compelling stories and practical recommendations.
• Lead and guide internal analysis teams, ensuring that results are translated into clear insights, narratives, and recommendations.
• Provide strong project leadership, ensuring all details are captured, tracked, and executed with precision; act as the central point of accountability for client engagements.
• Set and enforce high standards of quality and rigor with internal analyst teams, ensuring deliverables are accurate, insightful, and client-ready.
• Balance being exacting and detail-oriented with fostering team growth, coaching analysts to strengthen their consulting and analytical skills.
• Develop and mentor internal talent, creating pathways for team members to take on more responsibility and grow within the organization.
• Support proposal development, scoping, and strategic planning for new engagements.

CX Insights & Strategy Director

Research Analyst

• Lead research end-to-end, including vendor coordination, stakeholder management, and deliverables.
• Handle large-scale quantitative analytics, leveraging tools like Excel and survey platforms, and interpret advanced techniques (regression, MaxDiff, Conjoint).
• Oversee qualitative research approaches (in-depth interviews, focus groups, survey open responses) and grow into deeper qualitative execution.
• Translate raw results into insights, takeaways, and strategic recommendations for stakeholders and senior leadership.
• Collaborate with stakeholders during project execution, maintain data integrity, and manage internal and external data flows.
• Develop or refine research tools (surveys), ensuring methodological rigor, data quality, and successful implementation.
• Synthesize and present findings through compelling visuals and narratives in PowerPoint and concise written reports.
• Keep projects on track, meet timelines and deliverable expectations, and proactively explore what the data may indicate.

Customer Experience Analyst

CX Insights & Strategy Director

Senior Market Research Analyst