Senior Analyst, Customer Insights

OUTFRONT Media•New York, NY

1d•$90,000 - $100,000

About The Position

The Senior Analyst, Customer Insights is responsible for designing, building, and operationalizing customer feedback programs using Qualtrics to capture insights across key touchpoints in the customer journey. This role will partner closely with Sales, Operations, Marketing, and Client Success teams to develop actionable insights that improve onboarding, campaign execution, and post-campaign performance, ultimately driving customer satisfaction, retention, and revenue growth.

Requirements

4–7 years of experience in customer insights, survey research, sales operations, or a related analytical role.
Hands-on experience building and administering surveys within Qualtrics (required).
Experience managing customer feedback programs across multiple lifecycle stages.
Strong analytical and data interpretation skills.
Advanced proficiency in Qualtrics survey design (logic, workflows, dashboards).
Strong Excel and/or data analysis skills; experience with BI tools (Sigma) is a plus.
Ability to work with large datasets and synthesize insights quickly.

Nice To Haves

Experience integrating survey tools with CRM systems (e.g., Salesforce) is preferred.

Responsibilities

Develop and manage a comprehensive customer feedback strategy across the full customer lifecycle, including: Onboarding / implementation, Campaign execution (in-flight), Post-campaign / renewal stages.
Design scalable survey frameworks that align with business priorities and key performance indicators (e.g., NPS, CSAT, effort scores).
Identify key moments that matter in the customer journey and ensure feedback is captured in a timely and actionable manner.
Build, test, and deploy surveys within Qualtrics, including advanced logic, branching, and personalization.
Own end-to-end survey lifecycle management (programming, QA, deployment, monitoring, optimization).
Manage integrations between Qualtrics and internal systems (e.g., CRM, sales systems) to automate survey triggers and data flows.
Maintain survey governance standards, including branding, survey fatigue management, and compliance with data policies.
Analyze survey data to identify trends, key drivers, and areas for improvement.
Develop dashboards and reporting to track customer sentiment across touchpoints.
Translate findings into clear, actionable insights for stakeholders across Sales, Operations, and Leadership.
Conduct deeper root-cause analyses to inform strategic decisions and operational improvements.
Monitor survey performance and continuously optimize response rates and data quality.
Establish and enforce best practices for customer feedback collection and analysis.
Stay current on Qualtrics capabilities and industry trends to enhance program effectiveness.
Recommend and implement process improvements to enhance the customer experience.