Qualtrics - Business Insights Analyst

Citizens Bank•Village of Tarrytown, NY

1d•$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. The role focuses on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform. The analyst will collaborate with the Experience Optimization and Customer Experience Transformation teams, build and refine surveys, maintain dashboards, and develop strategic recommendations to improve and measure customer experience health. The position involves developing surveys and dashboards in the Citizens Listens Voice of the Customer (VoC) Qualtrics XM Engage platform, documenting functional and technical requirements, helping scope projects, resolving technical implementation challenges, and keeping current with program procedures and industry practices. The analyst also analyzes VoC data and creates measurement reports and dashboards to improve NPS, CSAT, retention, and other key metrics. The role is scheduled for 40 hours per week, Monday through Friday, with four days in the office and one remote day. Work locations include Westwood, Massachusetts; Johnston, Rhode Island; Marlton, New Jersey; and other CFG hub offices. Applicants must be authorized to work in the U.S. without requiring new employer sponsorship for themselves or their spouses now or in the future; the role is not eligible for new employer-sponsored or current H-1B visa holders.

Requirements

3–5 years of experience at a SaaS or technology company within a customer experience function or other relevant area.
Experience delivering technical solutions that drive business value.
Ability to create and manage surveys within customer experience software, with attention to survey detail and outcomes.
Proven track record of creating surveys and dashboards that enable business partners to gather actionable insights.
Experience with visualization and reporting concepts.
Strong understanding of data protection and security protocols.
Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly.
Excellent planning, organizational, and time-management skills, with the ability to manage multiple priorities successfully.
Strong customer-centric mindset, persistence and resilience in the face of challenges, and commitment to continuous learning.
Must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

Nice To Haves

Hands-on experience with Qualtrics XM Engage, Qualtrics Certification, or experience with a similar platform.
Basic coding and engineering skills such as HTML/CSS or JavaScript; beneficial but not required.
Knowledge of Natural Language Processing engines, particularly for gathering and synthesizing unstructured feedback for business users.
Curiosity, confidence, a solutions-focused approach, and interest in gathering customer insights and presenting them in a consumable format to support business improvements.

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 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 customer experience measurement reports and dashboards to improve NPS, overall customer satisfaction (CSAT), retention, and other key metrics.
Maintain industry knowledge on maximizing the effectiveness of a VoC platform.
Create strategic recommendations on how Citizens can improve and measure customer experience health.

Benefits

Annual discretionary bonus opportunity.
Medical coverage.
Dental coverage.
Vision coverage.
Retirement benefits.
Maternity and paternity leave.
Flexible work arrangements.
Education reimbursement.
Wellness programs.
Paid time off policy that exceeds mandatory paid sick or paid time-away policies in every local and state U.S. jurisdiction.