Senior Customer Insights Analyst

Bright Horizons•Newton, MA

1d•$71,000 - $81,000•Remote

About The Position

The Customer Insights Senior Analyst works with the Customer Insights Team to support our Customer Experience survey strategy. Experience in survey development/research and best practices are necessary to support the end-to-end research process. The ideal candidate will be customer-obsessed, have a passion for data, and analytical skills to identify themes, trends and actionable insights for multiple services across Bright Horizons. This requires the skills to design, build, evaluate and analyze our customer experience surveys to create visualizations and reporting designed to carry the customer's voice to the organization. This position will be part of a fast-paced, collaborative team, and must be able to manage multiple time-sensitive projects. This is a remote position available in the United States. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Requirements

Bachelor's Degree
3 years of experience in survey development and analysis
Experience with Qualtrics CX Platform to include survey programming/ deployment and dashboard mapping/design
Customer Experience mindset
Robust analytical, problem solving, and critical thinking skills
Ability to prioritize and manage many competing demands, and thrive in a fast-paced environment
Excellent written and verbal communication skills
Great attention to detail with ability to self-check own work and correct errors
Strong skills in Excel, including sorting, filtering, and intermediate formula creation and use
Ability and willingness to learn new systems quickly required

Responsibilities

Supports research development and end-to-end survey process.
Works with stakeholders and end users throughout each stage of project design up to and including dashboards/reporting to communicate insights and ensure understanding.
Acts as a research/analysis subject matter expert and resource for Customer Insights.
Understands context of data and appropriate uses.
Monitors, measures and provides feedback on surveys and report performance.
Performs intermediate data transformations in Excel.
Monitors health of surveys and brings issues to leadership.
Develop and maintain a working knowledge of company operations.
Works collaboratively with other departments.
Exercises authority to design, distribute, and analyze surveys.
Evaluates projects and methodology to recommend opportunities for optimization.