Senior Customer Insights Engineer

POSITION SUMMARY : The Senior Customer Insights Engineer leads customer experience programs by combining technical skills, data analysis, and leadership storytelling. Key responsibilities include Qualtrics program design , workflow automation , and advanced data reporting . ESSENTIAL FUNCTIONS: Design, build, and maintain complex Qualtrics surveys, workflows, dashboards, ticketing processes, and reporting structures. Create automated insights generation processes for unstructured data so it delivers “next best action” recommendations to retail, hospitality, boat, call center, club, digital and operational leaders. Configure advanced Qualtrics workflows, including automated alerts, closed-loop feedback processes, routing logic, ticket creation, escalations, and integrations. Build and maintain ticketing systems within Qualtrics to support customer recovery, service issue resolution, and operational follow-up. Partner with IT, data, and business teams to integrate Qualtrics with internal systems, CRM platforms, data warehouses, and reporting environments. Manage data mapping, embedded data, contact lists, directories, metadata, survey logic, and response structures to ensure scalable and reliable program design. Design and optimize customer feedback surveys across multiple touchpoints, including post-transaction, relationship , digital, contact center , loyalty, and journey-based programs. Partner with business stakeholders to define research objectives , feedback strategies, sample plans, and analysis approaches. Continuously evaluate survey performance, response rates, data quality, and respondent experience. ALL OTHER DUTIES AS ASSIGNED EXPERIENCE/QUALIFICATIONS: Minimum Degree Required: ​ Bachelor's Degree ​ Certificate(s) or License(s): Years of experience: 5-7 KNOWLEDGE, SKILLS, AND ABILITY: Understand Qualtrics XM programs, configurations, and best practices. Develop measurement frameworks for key customer experience metrics such as NPS, CSAT, CES, trust, loyalty, likelihood to return, and issue resolution. Experience with SQL, Python, R, Tableau, Power BI, Looker, or similar analytics and visualization tools. Experience supporting retail, eCommerce, loyalty, contact center, digital, hospitality, or service-based customer experience programs. Strong experience with data mapping, data modeling, and integrating feedback data with enterprise datasets. Advanced dashboard design and reporting experience, preferably within Qualtrics and Power BI. Strong analytical skills with the ability to interpret complex data and identify actionable insights. Experience creating executive-level reports, presentations, and business recommendations. Excellent communication, storytelling, and stakeholder management skills. Ability to manage multiple priorities, work independently, and partner across technical and non-technical teams. TRAVEL REQUIREMENTS : Occasional 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. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices. Performs duties within scope of general company policies, procedures, and objectives . Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result . Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices. Develops objectives and general policies and procedures for a specific program or functional area of 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 by supervisor . 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. 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 . Bass Pro Shops