Customer Experience Analyst

Customer Experience Analysts collect and interpret data about how customers interact with a product, service, or organisation. They look at feedback, surveys, complaints, and behavioural data to spot patterns. From those patterns, they build reports and recommendations that help businesses improve their processes. The role is not a frontline customer service position. It is an analytical and advisory role that sits behind the scenes, informing decisions made by marketing, operations, and product teams.

A typical day might include pulling together customer feedback from multiple sources, running analysis in a spreadsheet or data tool, and preparing a summary for a team meeting. There could be time spent reviewing survey results, mapping out a customer process to find friction points, or presenting findings to a manager. Some days involve close collaboration with marketing or product teams. Other days are quieter and focused on independent analysis. Written communication is a regular part of the role, as findings need to be explained clearly to people who may not have a data background.

A bachelor degree is the most common entry-level qualification for this role (JSA Occupation Profile). Relevant fields of study include business, marketing, psychology, statistics, or information systems. Some people move into this role from adjacent positions in market research, data analysis, or customer service management. Short courses in data analysis tools or customer research methods could also support a career change. You can explore nationally recognised training options at yourcareer.gov.au or check eligibility for subsidised study at dewr.gov.au/skills-reform/free-tafe.

The real challenge in this role is translating data into action. Collecting customer feedback is the straightforward part. The harder part is convincing stakeholders to act on what the data shows, especially when findings point to costly or inconvenient changes. People moving into this role from customer-facing backgrounds may find the shift to desk-based analysis isolating at first. Those coming from pure data roles may find the expectation to present and persuade uncomfortable. The role also sits in a space that is still being defined in many organisations, which can mean unclear reporting lines or shifting priorities. Building credibility across different teams takes time.

In practice, roles in this field tend to cluster in cities where large financial services, retail, telecommunications, and technology businesses are headquartered.

Published for ANZSCO unit group 2251, the wider group this job sits in, not for this job on its own.

This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.

Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.

• Active Listeningcore
• Churn Risk Identificationcore
• CRM System Operationcore
• Customer Needs Assessmentcore
• Customer Success Planningcore
• Data Entry and Accuracycore
• Feedback Collection and Actioningcore
• Net Promoter Score (NPS) Analysiscore
• Problem Solvingcore
• Process Improvement Identificationcore
• Quality Assurance Monitoringcore
• Reporting and Analyticscore
• SLA and KPI Adherencecore
• Stakeholder Communicationcore
• Written Business Communicationcore
• Adaptability and Flexibility
• Advertising techniques
• Complaint Handling
• Continuous Learning and Upskilling
• Digital Literacy
• Empathy and Emotional Intelligence
• Microsoft Excel Data Management
• Power BI Reporting and Dashboards
• Process Documentation
• Verbal Communication

• ABS OSCA 2024, occupation definition and task statements
• ABS Survey of Employee Earnings and Hours, May 2025, customised report.
• ABS, 2021 Census of Population and Housing based on usual place of residence (Custom Report). OSCA Experimental Estimates.

Role data is drawn from official Australian Government sources, and each figure names where it comes from. Where a role is not in the ABS classification, the page shows no government figures for it. Data may not reflect every local variation.

Where our numbers come from.

What Customer Experience Analyst workers move into, from ten years of tax records.

Last updated: 10 October 2026