Senior Customer Experience Measurement Analyst (Qualtrics)

Securian Financial • Saint Paul, MN

19h • $72,000 - $134,000 • Hybrid

About The Position

At Securian Financial, we are committed to understanding and improving our customers’ experiences. As a Senior Customer Experience Measurement (CXM) Analyst, you will play a key role in designing, deploying, and analyzing customer feedback mechanisms using Qualtrics or similar technology platforms. You will help drive actionable insights that enhance the customer and associate experience across the enterprise. Collaborate with the CXM Program Manager, internal stakeholders, and external vendors to deliver longitudinal, point in time and web intercept surveys, purpose-built Qualtrics dashboards, generative AI reporting and actionable insights that shape strategy and experience design.

Requirements

• Bachelor’s degree in marketing, business, psychology, data analytics, or a related field
• 3+ years of experience working with Qualtrics or similar experience measurement platform
• Strong analytical skills with experience in survey design, data visualization, and dashboard creation
• Detail-oriented with excellent problem-solving and troubleshooting abilities
• Effective communicator with the ability to translate data into actionable insights
• Experience working in a collaborative, cross-functional environment

Nice To Haves

• Experience in the financial services/insurance industry
• Familiarity with voice-of-customer/employee programs
• Basic knowledge of statistical analysis or data science tools is a plus

Responsibilities

• Qualtrics Platform Administration (for both EX and CX programs)
• User maintenance (additions/deletions)
• User permissions (profile set-up and configuration/changes)
• Manage the EX-Directory
• Facilitate data enrichment mapping in Qualtrics platform
• Survey Development & Management
• Build and program customer and employee experience surveys in Qualtrics
• Assist in the management of EX question benchmarking
• Set up automated triggers for survey deployment based on customer interactions
• Troubleshoot survey logic, distribution issues, and data integrity concerns
• Work with data/technology representatives in ensuring data and lists used are clean and complete
• Build ticketing protocols that will facilitate closed loop processes
• Manage the samples for each of these programs and ensure that automation is built to support a robust feedback platform
• Build and maintain web intercept survey triggers
• Data Analysis & Reporting
• Conduct in-platform analysis using Qualtrics tools to uncover trends and insights
• Develop and maintain dashboards & users in Qualtrics that visualize customer feedback and experience metrics
• Collaborate with cross-functional teams and customer experience measurement consultants to interpret findings and recommend improvements
• Adobe Analytics Integrations
• Build, perform and maintain text analytic topic models (i.e., TextiQ, XM Discover or Engage)
• Conduct and maintain semi-annual sentiment tuning
• Continuous Improvement
• Monitor survey performance and recommend enhancements to improve response rates and data quality
• Stay current on best practices in customer experience measurement and Qualtrics capabilities
• Remain up to date on best practices in data visualization in dashboards

Benefits

• Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.
• Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.
• Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.
• Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.
• Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial Securian Young Professionals Network Securian Multicultural Network Securian Women and Allies Network Servicemember Associate Resource Group

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level