Business Insights Analyst

Citizens•Westwood, MA

2h•$80,000 - $106,000•Hybrid

About The Position

Citizens is seeking a Business Insights Analyst with technical expertise in Qualtrics to support the growth of the CX Research and Analytics team, specifically focusing on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform. The candidate will have the opportunity to work together with members of the Experience Optimization and Customer Experience Transformation teams. The candidate will be tasked with building and refining surveys and maintaining dashboards within the customer experience software platform and create strategic recommendations on how Citizens can improve and measure the health of the customer experience.

Requirements

3 - 5 years of experience at a SaaS or technology company within a customer experience function or other relevant area.
Hands-on experience with Qualtrics XM Engage, Qualtrics Certification or similar platform experience preferred.
Experience in the delivery of technical solutions that drive business value
Ability to create and manage surveys within customer experience software, with attention to detail and outcomes of surveys.
Basic skills in the language of technology, through coding and engineering, e.g. HTML/CSS, Javascript (beneficial but not required)
Proven track record of creating surveys and dashboards that allow business partners to gather actionable insights.
Experience with visualization and reporting concepts.
Strong understanding of data protection and security protocols.
The ideal candidate is curious, confident, and solutions-focused with an interest in gathering customer insights and presenting those insights in a consumable format to facilitate business line improvements.
Knowledge of Natural Language Processing engines with a focus on gathering and synthesizing unstructured feedback for business user consumption.
Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly.
Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully.
Candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Nice To Haves

HTML/CSS, Javascript (beneficial but not required)

Responsibilities

Develop surveys and maintain dashboards within the Citizens Listens Voice of the Customer (VoC) Qualtrics XM Engage platform.
Design and document functional and technical requirements and help scope projects by understanding timelines and work.
Solve complex technical implementations both independently and in a team environment.
Understand and keep up-to-date the Citizens Listens program’s standard operating procedures.
Analyze VoC data and create CX measurement reports and dashboards to improve net promoter score (NPS), overall customer satisfaction (CSAT), retention, and other key metrics.
Maintain industry knowledge on maximizing the effectiveness of a VOC platform.