Customer Insights Analyst

Primerica•Duluth, GA

20h•Hybrid

About The Position

The Customer Research & Insights Analyst plans research projects, designs surveys, performs data analysis, creates dashboards and draws actionable insights from qualitative and quantitative data - effectively pulling them together to tell a story that helps to guide action and investment. Helps grow and expand the enterprise research functionality to strategically advance how we measure and improve both the field representative and client experiences. This is a hybrid role with 2 days in the office and 3 days remote, located in Duluth, GA.

Requirements

Bachelor's degree or equivalent experience in Research, Data & Analytics, Customer Experience or related field.
10+ years of experience.
Bachelor's degree in business, math, finance, statistics, market research, sociology, psychology and/or related field or work experience.
Background in customer experience research, marketing research, or similar field.
Understand and have applied qualitative and quantitative research methodologies across projects.
Experience working with a comprehensive customer feedback platform from information gathering through insight reporting and closed loop follow up (Qualtrics experience specifically is highly desired).
Experience managing an external research vendor or research panel.
Ability to communicate ideas and analysis results effectively, both verbally and in writing, to both technical and non-technical audiences.
Work well within a co-located, collaborative team as well as independently with various levels of guidance and support.
Work directly with business stakeholders and leadership.
Proven ability to learn quickly.
Strongly developed skills in analysis and problem solving.
Gather and analyze customer satisfaction data.
Knowledgeable in survey methodologies.
Highly tuned deductive reasoning skills.
Exceptional critical thinking skills.
Regular office environment.
May sit for long periods of time.
Talk and hear regularly.
Use of hands for keyboard, reaching and/or grasping.
Ability to see objects up close or at a distance, use peripheral vision, identify basic colors.
Required to work overtime on a regular basis.

Nice To Haves

Advance degree preferred.
Qualtrics experience specifically is highly desired.

Responsibilities

Plan and design research projects, including partnering with key stakeholders and leadership to scope research activities such as surveys, research panel exercises, and interview guides, ensuring insights are objective and tied to business outcomes.
Leverage existing customer data sources and identify/implement additional sources to create a comprehensive view of the customer experience.
Manage external research partners, including recruitment parameters, quotes, and research efforts.
Design, develop, and analyze surveys for different target audiences including field representatives, clients, and employees.
Improve the effectiveness and efficiency of research and analysis methodologies, processes, and deliverables.
Manage the day-to-day research portfolio and prioritize research activities with management.
Perform complex data analysis, connect data from various sources, and build self-service insights dashboards (preferably in Qualtrics) to cultivate independent usage.
Identify and scan secondary research sources (e.g., open-ended comments, social media, industry reports) to complement internal research insights.
Communicate insights into cohesive and thought-provoking reports, adapting reporting and data analysis to answer stakeholder questions.
Partner with business units and leadership to support the company’s business model and priorities by providing valuable, actionable, and timely insights.
Collaborate with Strategy and other centers of excellence to ensure insights are utilized and roadmaps align with priority efforts.
Present a comprehensive picture of the customer’s experience based on primary research and qualitative analytics.
Represent internal research insights and findings in cross-functional projects and committees, connecting insights to improve the customer experience.
Proactively identify new research opportunities that address customer pain points using findings and cross-functional relationships.
Be aware of risk within their functional area, observing all policies, procedures, laws, regulations, and risk limits, and raising/reporting known or suspected violations.
Perform other related duties as required.
Provide training, guidance, or mentoring to team members (no formal supervisory responsibilities).