Data Analyst, Customer Insights

Advisor Group•Scottsdale, AZ

3d•Hybrid

About The Position

This role is responsible for analyzing complex customer, market, and operational data to deliver actionable insights that improve customer experience and advise strategic funding. The position partners cross‑functionally to lead NPS analysis, customer journey mapping, and statistical modeling, translating data into clear recommendations that drive service and process improvements. The ideal candidate brings a strong analytical mindset, deep customer insights expertise, and is a self-motivated learner.

Requirements

2-5 years’ experience in analyzing and synthesizing complex data including using dashboards and reporting tools i.e., Pendo, Medallia, Snowflake, or Power Bi
Strong Excel experience (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau
2- 5 years of market research and/or consumer insights experience, specifically with NPS (Net Promoter Score)
Strong process, customer journey, and value stream mapping experience that drives value-added business insights into process performance and customer impacts
Strong process-driven, fact-based mindset, and problem-solving skills
Passion for the driving improvements to the service and customer experience
Independent thinker, motivated self-starter, high attention to detail
Experience leveraging statistical/probably techniques and tools to analyze processes
Proficiency with Microsoft applications (Outlook, Word, Excel, PowerPoint, Visio, OneDrive, SharePoint)

Nice To Haves

Financial Services industry, Broker-Dealer, Banking or Insurance experience
Project and Program Management experience
Experience linking NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of customer experience
Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives
Medallia Admin Certified

Responsibilities

Administer and optimize customer feedback platforms (e.g., Pendo, Medalia) to maximize data collection and analysis efficiency
Deliver sound, data-driven insights, and recommendations as part of the Voice of the Customer & Corporate Strategy team.
Support Net Promoter Score (NPS) analysis, including verbatim feedback review, trend analysis, driver identification, and segmentation, to uncover root causes of customer sentiment and loyalty.
Document and monitor business processes, rules, requirements, metrics, and standard operating procedures as a result of transformation initiatives
Present findings and recommendations with confidence and communicating these to sponsors and key stakeholders
Stay current on customer experience, analytics, and financial services industry trends to continually enhance insights, methodologies, and impact.
Assess end to end process performance through collecting data from multiple sources to propose process improvement opportunities
Build and maintain strong internal working relationships at all levels of the organization and across business units and site locations. Leverages these relationships in helping to drive meaningful change across the company.
Document current and future state through process flow, value stream mapping and customer journey map exercises
Perform other duties as assigned, especially those related to the organization’s Strategy & Voice of Customer agenda