Analyzing complex customer, market, and operational data to deliver actionable insights that improve customer experience and advise strategic funding.
Partnering cross‑functionally to lead NPS analysis, customer journey mapping, and statistical modeling, translating data into clear recommendations that drive service and process improvements.
Administering and optimizing customer feedback platforms (e.g., Pendo, Medalia) to maximize data collection and analysis efficiency.
Delivering sound, data-driven insights, and recommendations as part of the Voice of the Customer & Corporate Strategy team.
Supporting Net Promoter Score (NPS) analysis, including verbatim feedback review, trend analysis, driver identification, and segmentation, to uncover root causes of customer sentiment and loyalty.
Documenting and monitoring business processes, rules, requirements, metrics, and standard operating procedures as a result of transformation initiatives.
Presenting findings and recommendations with confidence and communicating these to sponsors and key stakeholders.
Staying current on customer experience, analytics, and financial services industry trends to continually enhance insights, methodologies, and impact.
Assessing end to end process performance through collecting data from multiple sources to propose process improvement opportunities.
Building and maintaining strong internal working relationships at all levels of the organization and across business units and site locations.

Minimum of Bachelor's level qualification in a quantitative field such as Analytics, Statistics, Economics, Computer Science, or a related field.
H.S. Diploma or GED certificate + Significant Practical Experience (10+ years) in statistical modeling and customer insights will be considered.
2-5 years’ experience in analyzing and synthesizing complex data including using dashboards and reporting tools i.e., Pendo, Medallia, Snowflake, or Power Bi.
Strong Excel experience (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau.
2-5 years of market research and/or consumer insights experience, specifically with NPS (Net Promoter Score).
Strong process, customer journey, and value stream mapping experience that drives value-added business insights into process performance and customer impacts.
Strong process-driven, fact-based mindset, and problem-solving skills.
Passion for driving improvements to the service and customer experience.
Independent thinker, motivated self-starter, high attention to detail.
Experience leveraging statistical/probability techniques and tools to analyze processes.
Proficiency with Microsoft applications (Outlook, Word, Excel, PowerPoint, Visio, OneDrive, SharePoint).

Data & Customer Insights Analyst, Client Experience

Key skills