Business Insights Analyst

Citizens; Westwood (MA); Hybrid; USD 80,000 - 106,000; Full time

Job summary

Citizens is seeking a Business Insights Analyst to support the CX Research and Analytics team. The role focuses on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform.

You will collaborate with Experience Optimization and Customer Experience Transformation teams to build surveys and dashboards and to generate strategic recommendations to improve and measure customer experience health.

Qualifications

• 3–5 years in a SaaS/tech customer experience function.
• Hands-on experience with Qualtrics XM Engage platform.
• Experience delivering technical solutions that drive business value.
• Ability to create and manage surveys within CX software with attention to outcomes.
• Basic coding skills (HTML/CSS/JavaScript) are a plus.

Responsibilities

• Develop surveys and maintain dashboards within the Citizens Listens VoC Qualtrics XM Engage platform.
• Design and document functional and technical requirements and help scope projects by understanding timelines and work.
• Solve complex technical implementations both independently and in a team environment.
• Understand and keep up‑to‑date the Citizens Listens program’s SOPs.
• Analyze VoC data and create CX measurement reports and dashboards to improve NPS, CSAT, retention, and other metrics.
• Maintain industry knowledge on maximizing the effectiveness of a VOC platform.

Skills

Qualtrics XM Engage

Survey design

Dashboard reporting

Data analysis

HTML/CSS/JavaScript basics

Tools

Qualtrics

Job description

Description

Citizens is seeking a Business Insights Analyst with technical expertise in Qualtrics to support the growth of the CX Research and Analytics team, specifically focusing on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform. The candidate will have the opportunity to work together with members of the Experience Optimization and Customer Experience Transformation teams. The candidate will be tasked with building and refining surveys and maintaining dashboards within the customer experience software platform and create strategic recommendations on how Citizens can improve and measure the health of the customer experience.

Citizens is seeking a Business Insights Analyst with technical expertise in Qualtrics to support the growth of the CX Research and Analytics team, specifically focusing on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform. The candidate will have the opportunity to work together with members of the Experience Optimization and Customer Experience Transformation teams. The candidate will be tasked with building and refining surveys and maintaining dashboards within the customer experience software platform and create strategic recommendations on how Citizens can improve and measure the health of the customer experience.

What You’ll Do

• Develop surveys and maintain dashboards within the Citizens Listens Voice of the Customer (VoC) Qualtrics XM Engage platform.
• Design and document functional and technical requirements and help scope projects by understanding timelines and work.
• Solve complex technical implementations both independently and in a team environment.
• Understand and keep up-to-date the Citizens Listens program’s standard operating procedures.
• Analyze VoC data and create CX measurement reports and dashboards to improve net promoter score (NPS), overall customer satisfaction (CSAT), retention, and other key metrics.
• Maintain industry knowledge on maximizing the effectiveness of a VOC platform.

What We’re Looking For

• 3 - 5 years of experience at a SaaS or technology company within a customer experience function or other relevant area.
• Hands-on experience with Qualtrics XM Engage, Qualtrics Certification or similar platform experience preferred.
• Experience in the delivery of technical solutions that drive business value
• Ability to create and manage surveys within customer experience software, with attention to detail and outcomes of surveys.
• Basic skills in the language of technology, through coding and engineering, e.g. HTML/CSS, Javascript (beneficial but not required)
• Proven track record of creating surveys and dashboards that allow business partners to gather actionable insights.
• Experience with visualization and reporting concepts.
• Strong understanding of data protection and security protocols.
• The ideal candidate is curious, confident, and solutions-focused with an interest in gathering customer insights and presenting those insights in a consumable format to facilitate business line improvements.
• Knowledge of Natural Language Processing engines with a focus on gathering and synthesizing unstructured feedback for business user consumption.
• Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly.li>
• Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully.

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Hours and Work Schedule

(4 days in office, 1 day remote)
Hours per Week: 40
Work Schedule: Monday-Friday
Work Location: Westwood, MA, Johnston, RI, Marlton, NJ (Other CFG Hub offices)

Pay Transparency

The salary range for this position is $80,000-$106,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
Posting End Date: 10/31/2026