Sr BI Analyst

Citizens • Westwood, MA

3d • $105,000 - $140,000 • Hybrid

About The Position

The Senior Business Intelligence Analyst supports the organization’s Voice of Customer (VoC) and customer insights efforts by analyzing data from customer feedback programs, external third-party research and internal customer and operational data. This individual is responsible for the development, implementation and maintenance of data-driven solutions to support strategic decision-making. Additionally, this role involves working closely with various senior CX leaders and business stakeholders to gather requirements, perform data analysis, and create insightful reports and dashboards. The ideal candidate is analytical, detail-oriented, and skilled at synthesizing data into compelling findings, recommendations and actionable customer insights.

Requirements

• Bachelor’s degree in Business, Marketing, Analytics, Statistics, Psychology, Social Sciences, or a related field.
• 5-7 years of experience in analytics, customer insights, market research, consulting, or a related role.
• Analytical Skills: Ability to analyze quantitative and qualitative data and draw meaningful conclusions.
• Data Tools: Experience with Excel and/or Google Sheets; familiarity with BI or analytics tools (e.g., Power BI, Tableau, Qualtrics) is a plus.
• Data Integration: Ability to extract data from the enterprise data warehouse and perform analysis using SQL and Python.
• Synthesis & Storytelling: Strong ability to distill complex data into clear insights and actionable recommendations.
• Communication: Clear written and verbal communication skills, with attention to detail.
• Collaboration: Comfortable working with cross-functional partners and supporting senior team members.
• Research Fundamentals: Basic understanding of survey design, research methods, and data interpretation.
• Curiosity & Learning Mindset: Interest in customer experience, continuous improvement, and learning new tools and methodologies.
• Applicants must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

Nice To Haves

• Exposure to Voice of Customer programs or customer survey platforms (e.g., Qualtrics, Medallia, etc.).
• Experience working with external research vendors or syndicated research (JD Power, Bain, Forrester, etc.).
• Basic knowledge of statistics or data visualization best practices.

Responsibilities

• Analyze data from internal VoC programs (e.g., NPS, CSAT, transactional surveys, complaints, etc).
• Review and interpret external third-party research (e.g., benchmark studies, market research, syndicated reports).
• Identify trends, patterns, and emerging customer needs across channels and touchpoints.
• Transform data into easily understandable visualizations and reports to inform decision making and insights.
• Identify necessary data to support hypothesis testing and conduct database queries and supporting analysis.
• Develop practical, data-backed recommendations to improve customer experience, processes, or service / product offerings
• Synthesize findings into clear summaries that highlight key customer insights, recommendations and implications.
• Contribute to dashboards, reports, and recurring insights deliverables for internal stakeholders.
• Create clear charts, tables, and visuals that effectively communicate findings.
• Ensure data accuracy and consistency across reports.
• Work with senior CX team members to support presentations for business leaders.
• Respond to ad-hoc analysis requests and support ongoing CX initiatives.
• Learn and apply best practices in customer research, analytics, and storytelling.

Benefits

• competitive pay
• comprehensive medical, dental and vision coverage
• retirement benefits
• maternity/paternity leave
• flexible work arrangements
• education reimbursement
• wellness programs
• paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States.

What This Job Offers

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