CX Insights Analyst - Qualtrics & Dashboards

Citizens; Irving (TX); Hybrid; USD 80,000 - 106,000; Full time

Benefits offered by this job

Annual discretionary bonus

Flexible work arrangements

Job summary

Citizens is seeking a Business Insights Analyst to support the CX Research and Analytics team. You will implement and maintain surveys and dashboards in the Citizens Listens Qualtrics platform, creating strategic recommendations to improve customer experience health.

You will work with Experience Optimization and Customer Experience Transformation teams, building surveys, refining data, and reporting on CX metrics such as NPS and CSAT.

Qualifications

• 3–5 years in a SaaS or technology company within a customer experience function or similar.
• Hands-on experience with Qualtrics XM Engage or certification preferred.
• Experience delivering technical solutions that drive business value.
• Ability to create and manage surveys with attention to outcomes.

Responsibilities

• Develop surveys and maintain dashboards within Citizens Listens VoC Qualtrics platform.
• Design and document functional/technical requirements and scope projects.
• Solve complex technical implementations independently and in teams.
• Understand Citizens Listens SOPs and keep up-to-date.
• Analyze VoC data and create CX measurement reports to improve NPS/CSAT/retention.

Skills

Qualtrics XM Engage

Dashboarding

Survey design

Data analysis

Javascript

HTML/CSS

NPS/CSAT knowledge

Tools

Qualtrics

Job description

Citizens is seeking a Business Insights Analyst to support the CX Research and Analytics team. You will implement and maintain surveys and dashboards in the Citizens Listens Qualtrics platform, creating strategic recommendations to improve customer experience health.

You will work with Experience Optimization and Customer Experience Transformation teams, building surveys, refining data, and reporting on CX metrics such as NPS and CSAT.