Full-Time Client Insights Analyst

Reporting to the Client Insights Manager, the Client Insights / VoC (Voice of the Customer) Analyst will use analytical tools to identify trends in business and customer feedback, allowing business leaders to enhance our client experience.

You will:

1. Design and conduct customer satisfaction surveys and other feedback mechanisms.
2. Collect and analyze customer feedback from several channels (surveys, call recordings, customer service interactions, etc.).
3. Transform raw data (structured and unstructured) into meaningful and useful analysis and visualization.
4. Provide insights in meetings and presentations.
5. Identify important metrics to better evaluate customer impacts related to performance of products, client relationships, service delivery, and business processes.
6. Develop streamlined, clear customer insights reports and dashboards to track performance.
7. Advocate for our customer with a balanced, objective and measured approach.

Qualifications:

3+ years research and data analytics experience required (50% or more of role)

Experience using qualitative and quantitative data from several input sources (surveys, call recording technology, user observations sessions, advisory boards, etc.) to develop important learnings, themes, and insights required.

Experience with reporting design, remote dashboards, and portal products

Experience with a VoC or Feedback Management system (Examples include Medallia, Qualtrics, Alida, Satmetrix)

Expert in data visualization techniques

Expert-level MS excel (can perform complex functions) user (VBA experience preferred) required

Expertise in survey question design

Provide examples of previous data analysis with business applicability (specific use cases will be discussed).

What is the last date for applying to the job?

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