Customer Insights Analyst

Clayton•Maryville, TN

1d•Hybrid

About The Position

The Customer Insights Specialist supports building a unified, actionable view of our customers across channels and business departments. The role encompasses Voice of Customer (VoC) program execution, customer behavior and interaction analytics, and coordination of technology solutions to turn data into measurable improvements across the customer journey. This position reports to the Senior Manager, Business Analytics and partners closely with department managers to drive closed-loop action and measurable customer experience (CX) outcomes.

Requirements

High School diploma or equivalent, college preferred.
1-2 years of related experience in customer experience, VoC/insights, or service analytics (financial services experience a plus).
Strong computer skills; proficiency with Microsoft Office Suite and Power BI; working SQL knowledge preferred.
Excellent written and verbal communication skills across phone, Teams, Zoom, email, and in-person.
Ability to manage multiple priorities with strong attention to detail and organization.
Strong interpersonal skills; able to work across teams and with external partners and vendors (including platform providers such as Verint).
Demonstrated ability to convert insights into operational change and measurable outcomes.
Ability to work in a team environment.

Responsibilities

Customer Interaction Analysis
Analyzes customer journeys, pain points, and opportunities using data from various systems
Coordinates with Business Analytics on building dashboards for trend monitoring and insights, both ad-hoc and recurring
Partners with business groups to validate improvements and capture impacts
Identifies experience gaps across customer groups and provides recommendations
Maintains a prioritized backlog aligned to the customer support 360 strategic initiative
Partners with data engineering and analytics on data quality, definitions, and privacy / opt-outs
Voice of the Customer Program Operations
Defines and reports KPI frameworks (e.g., CSAT, NPS, CES, FCR, sentiment) on a regular cadence and provides readouts to leadership
Creates and updates VOC listening posts across customer touchpoints including surveys, voice, and digital feedback
Analyzes and translates feedback into actions for business groups
Facilitates communications, updates, and reports to internal stakeholders
Verint Solutions Coordination
Supports Verint and internal teams on design, configuration, and road mapping
Manages small proof-of-concepts, documents setup requirements, validation, success measures, and assists with communication and change management
Enables adoption through coordination with training teams for end users and leaders
Other duties as assigned

Benefits

Medical and Dental Plan with Prescription Coverage and Vision.
Competitive benefits including 401(K) includes 100% company match of the first 4%.
Paid time off days (PTO), maternity/paternity leave, and holidays.
Community involvement including Volunteer Paid Time Off (VTO).
Tuition Assistance for your first degree
Enjoy coming “home” to our brand new, state-of-the-art Home Office equipped with onsite fitness facility with full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.
Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
Collaborative and energetic work environment.
Professional development and promotional opportunities.
Competitive bonus programs.