Data Analyst, Customer Experience

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K-12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

Data Analyst

What you'll do:

The Data Analyst, Customer Experience focuses on turning data from product usage, support, onboarding, and survey systems into insights and dashboards that drive decisions. They build reporting, run analyses, and help quantify the health and behavior of districts, schools, and classrooms using the platform.

Working in Customer Experience the Data Analyst will be responsible for the following primary duties:

Data pipeline & reporting

• Pull and transform data from CRM, CS platform, product logs, and support tools to create datasets focused on customer health, adoption, and support experience.
• Build and maintain dashboards (e.g., Tableau, Power BI, Looker) to track CX KPIs (onboarding progress, usage, CSAT/NPS, ticket volume & SLAs). This will include close partnership with cross functional teams like management and RevOps.

Customer insights & segmentation

• Analyze usage and outcomes at district/school/teacher levels to identify segments at risk, high-value advocates, or opportunities for cross-sell.
• Develop and refine customer health scores, churn/renewal propensity models, and onboarding risk signals.

Experimentation & performance analysis

• Partner with CX, Marketing, and Product to design A/B tests (e.g., new onboarding email sequence, revised support flows), analyze results, and recommend actions.
• Evaluate campaigns and initiatives (e.g., trainings, webinars, BTS support programs) and quantify impact on adoption and retention.

Operational analytics

• Analyze support operations (ticket reasons, handle time, routing efficiency) to highlight process gaps and automation opportunities.
• Provide ad-hoc analyses to CX and leadership: "Why did CSAT drop for this segment?", "What's driving escalations in state X?", "Which cohorts lag in usage?"

Data quality & enablement

• Monitor data quality for CX reporting; partner with RevOps/IT to address upstream issues.
• Train CX managers and leaders on how to interpret dashboards and self-serve key insights.

What you'll need:

• Bachelor's degree in business, statistics, data analysis, education or a related field.
• 1-3 years' experience working with complex visualization tools such as Tableau or PowerBI.

• Familiarity with a variety of reporting technologies (Excel, Tableau, Power BI, SQL, SSRS, etc.)
• Strong SQL and data manipulation skills; experience with BI / visualization tools.
• Comfort with statistics, experimentation, and hypothesis-driven analysis.
• Experience with CX/CS data (usage, tickets, CSAT/NPS, survey analysis, text data).
• Ability to communicate insights clearly to non-technical stakeholders (CS leadership, Product, Sales).
• Analytical mind with a problem-solving aptitude
• Demonstrated ability to follow through with tasks, promises, and commitments
• Good problem solving (error detection, root cause analysis, error correction), conceptual, analytical and decision-making skills
• Experience working with SQL and database management systems
• Familiarly working with data analysis, statistical modeling tools and techniques

Preferred but not necessary:

• Familiarity with EdTech data nuances (district hierarchies, rostering, assessment data).

How We Work

• Customer focus: empathize with our end users and demonstrate the ability to connect data to user behavior
• Communicates effectively: develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Collaborates: build partnerships and work collaboratively with others to meet shared objectives
• Action oriented: take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Drive results: consistently achieve results, even under tough circumstances
• Instill trust: gain the confidence and trust of others through honesty, integrity, and authenticity
• Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

Physical Requirements:

• Might be in a stationary position for a considerable time (sitting and/or standing)
• Constantly operate a computer
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings
• Must be capable of sittig for extended periods of time.
• Ability to work irregular hours, including weekends, and travel up to 10%.

Salary: $70,000 - $75,000

Application Deadline:

The application window for this position is anticipated to close on 2/13/2026. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.

HMH is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.