Customer Insights Analyst

Primerica•Duluth, GA

1d•$80,000 - $115,000•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.

Requirements

Bachelor's degree or equivalent experience in Research, Data & Analytics, Customer Experience or related field
10+ years Bachelor's degree in business, math, finance, statistics, market research, sociology, psychology and/or related field or work experience; advance degree preferred
Background in customer experience research, marketing research, or similar field
Understand and have applied qualitative and quantitative research methodologies across projects
Working with a comprehensive customer feedback platform from information gathering through insight reporting and closed loop follow up (Qualtrics experience specifically is highly desired)
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

Nice To Haves

advance degree preferred
Qualtrics experience specifically is highly desired

Responsibilities

Plan and design research projects - Partner with key stakeholders and leadership to properly scope research activities, that may include surveys, research panel exercises, interview guides, etc.
Ensure insights are gathered in an objective manner and tied to business outcomes.
Leverage existing customer data sources and identify and implement additional data sources to drive toward an aligned, cohesive and comprehensive view of the customer experience.
Manage external research partners, including partnering with them on research panel recruitment parameters and quotes, as well as manage the individual research efforts that flow through this alternative.
Design, develop and analyze surveys designed for different target audiences including field representatives, clients, and employees.
Improve the effectiveness and efficiency of research and analysis methodologies, processes, and deliverables to ensure optimization.
Manage the day-to-day research portfolio of work and work with management to prioritize and sequence research activities.
Perform analysis and reporting - Balance the hands-on statistical data analysis with the need to provide timely, actionable insights to stakeholders and leadership across the organization.
Complete complex data analysis and find ways to properly connect data, as applicable, from various sources.
Ability to build self-service insights dashboards (preferably in Qualtrics) and cultivate independent usage of these resources.
Identify and scan secondary sources of research (i.e. open-ended comments, social media, industry reports, etc.) that may complement or add to internal research insights.
Adept at storytelling and weaving insights into a cohesive and thought-provoking report-out.
Flexibility in reporting insights and looking at the data in different ways to answer stakeholder questions.
Drive adoption of research insights - Partner with business units and leadership to understand how to support and grow the company’s specific business model and top priorities by providing valuable, actionable and timely insights
Partner with Strategy and other centers of excellence to ensure insights are utilized, where appropriate, and roadmaps align to priority efforts.
Collaborate to present a comprehensive picture of the customer’s experience based on both primary research and qualitative analytics
Represent internal research insights and findings in cross-functional projects and committees – constantly striving to connect insights that improve the customer experience.
Utilize findings and cross-functional relationships to proactively identify new research opportunities that addresses customer pain points.
Drive adoption of research insights
Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role.
Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Performs other related duties as required.