Website Blackrock
Job Description:
The Customer / Client / CX Analytics Analyst is responsible for analyzing quantitative and qualitative data and feedback collected via our CX Research and Voice of the Client (VOC) program through surveys, in-depth interviews, market and competitive research, business and operations data and more and turning that into concrete and actionable insights.
Job Responsibilities:
- Develop processes to distribute insights and survey feedback to business leads and product owners in order to take action or close the loop with clients
- Synthesize data and insights in a clear and concise way and communicate improvement opportunities based on the data
- Collaborate with team members and partners to design and develop dashboards and reports to provide transparency into survey results
- Conduct in-depth statistical analyses (regressions, drivers’ analyses, etc.) on quantitative experience data blended with operational data and heavy qualitative data to uncover findings that make a business impact.
- Partner with CX strategists and CX researchers to design research programs to address research objectives and analytics needs and develop surveys for research efforts using Qualtrics, leveraging the right methods and techniques to accomplish the survey objectives
- Use data (structured and unstructured) in addition to surveys to identify key themes and trends for client needs and struggles using advanced analytics skills (such as text analytics)
- Manage current surveys and implement new surveys using Qualtrics, serving as our team subject matter authority on the Qualtrics platform
- Find opportunities where gathering feedback could help business leaders better understand their client’s experience and identify possible improvements
Job Requirements:
- Curiosity and ability to learn new concepts quickly
- Excellent Power Point and Excel skills, with the ability to build SQL queries and Tableau dashboards
- Expertise explaining and visualizing complex analytics in simple, logical, and compelling ways
- Experience working in a fast-paced environment on multiple projects with varying deadlines
- Collaborative personality that works well as part of a team
- Detail oriented and passionate about data integrity
- Minimum of 3 years experience in customer insights, analytics or market research, ideally in the financial services or technology industry
- Proven success uncovering key insights through customer research and leveraging those insights to make positive changes
- Minimum of 2 years experience using Qualtrics or similar survey programming software, including designing and implementing various types of surveys, creating and maintaining dashboards for various personas, and building closed loop programs
- Consulting orientation with ability to influence both internal & external business partners
Job Details:
Company: Blackrock
Vacancy Type: Full Time
Job Location: Atlanta, GA, US
Application Deadline: N/A
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