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POSITION SUMMARY:Ā
Ā TheĀ Senior Customer Insights EngineerĀ leads customer experience programs by combining technical skills, data analysis, and leadership storytelling. Key responsibilities includeĀ Qualtrics program design,Ā workflow automation, andĀ advanced data reporting.Ā
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ESSENTIALĀ FUNCTIONS:Ā
Design, build, andĀ maintainĀ complex Qualtrics surveys, workflows, dashboards, ticketing processes, and reporting structures.Ā
Create automated insights generation processes for unstructured data so it delivers ānext best actionā recommendations to retail, hospitality, boat, call center, club, digital and operational leaders.Ā
Configure advanced Qualtrics workflows, including automated alerts, closed-loop feedback processes, routing logic, ticket creation, escalations, and integrations.Ā
Build andĀ maintainĀ ticketing systems within Qualtrics to support customer recovery, service issue resolution, and operational follow-up.Ā
Partner with IT, data, and business teams to integrate Qualtrics with internal systems, CRM platforms, data warehouses, and reporting environments.Ā
Manage data mapping, embedded data, contact lists, directories, metadata, survey logic, and response structures to ensure scalable and reliable program design.Ā
Design andĀ optimizeĀ customer feedback surveys across multiple touchpoints, including post-transaction,Ā relationship, digital, contactĀ center, loyalty, and journey-based programs.Ā
Partner with business stakeholders to define researchĀ objectives, feedback strategies, sample plans, and analysis approaches.Ā
Continuously evaluate survey performance, response rates, data quality, and respondent experience.Ā
ALL OTHER DUTIES AS ASSIGNEDĀ
EXPERIENCE/QUALIFICATIONS:Ā
Minimum Degree Required:Ā Ā Ā āBachelor's DegreeāĀ Ā
Certificate(s) or License(s):Ā
Years of experience:Ā 5-7Ā
KNOWLEDGE,Ā SKILLS,Ā AND ABILITY:
Understand Qualtrics XM programs, configurations, and best practices.Ā
Develop measurement frameworks for key customer experience metrics such as NPS, CSAT, CES, trust, loyalty, likelihood to return, and issue resolution.Ā
Experience with SQL, Python, R, Tableau, Power BI, Looker, or similar analytics and visualization tools.Ā
Experience supporting retail, eCommerce, loyalty, contact center, digital, hospitality, or service-based customer experience programs.Ā
Strong experience with data mapping, data modeling, and integrating feedback data with enterprise datasets.Ā
Advanced dashboard design and reporting experience, preferably within Qualtrics and Power BI.Ā
Strong analytical skills with the ability to interpret complex data andĀ identifyĀ actionable insights.Ā
Experience creating executive-level reports, presentations, and business recommendations.Ā
Excellent communication, storytelling, and stakeholder management skills.Ā
Ability to manage multiple priorities, work independently, and partner across technical and non-technical teams.Ā
TRAVEL REQUIREMENTS:Ā
OccasionalĀ
PHYSICAL REQUIREMENTS:
Regularly completes computer work and sits.
Occasionally walks and stands.
Seldomly lifts up to 50lbs.
INDEPENDENT JUDGEMENT:
Performs tasks and duties under general supervision, using established procedures and innovation.Ā ChoosesĀ from limited alternatives to resolve problems. Occasional independent judgment isĀ requiredĀ to complete work assignments. Often makes recommendations to work procedures, policies, and practices.Ā
Performs duties within scope of general company policies, procedures, andĀ objectives. Analyzes problems and performs needs assessments.Ā UsesĀ judgment in adapting broad guidelines to achieve desiredĀ result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices.Ā
DevelopsĀ objectivesĀ and general policies and procedures for a specific program or functional area ofĀ responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed byĀ supervisor.Ā
Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
- Medical
- Dental
- Vision
- Health Savings Account
- Flexible Spending Account
- Voluntary benefits
- 401k Retirement Savings
- Paid holidays
- Paid vacation
- Paid sick time
- Bass Pro Cares Fund
- And more!
Bass Pro Shops is an equal opportunity employer.Ā Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.
Reasonable Accommodations
Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.
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