CX Insights Analyst: Qualtrics & Dashboards

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

Benefits offered by this job

Medical, Dental & Vision

Retirement Benefits

Maternity/Paternity Leave

Flexible Work Arrangements

Education Reimbursement

Wellness Programs

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 improve and measure customer health. The ideal candidate has 3–5 years in a SaaS/tech customer experience role, hands-on Qualtrics experience, and a track record of

Qualifications

• 3–5 years of experience in a SaaS or technology company within a customer experience function or related area.
• Hands-on experience with Qualtrics XM Engage or similar platform preferred.
• Experience delivering technical solutions that drive business value.
• Ability to create and manage surveys within customer experience software with attention to outcomes.
• Basic coding knowledge (HTML/CSS, JavaScript) is beneficial.
• Proven track record of surveys and dashboards that yield actionable insights.

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.
• Solve complex technical implementations independently and in teams.
• Understand and keep up-to-date the Citizens Listens program SOPs.
• Analyze VoC data and create CX measurement reports to improve NPS/CSAT/retention.

Skills

Qualtrics XM Engage

Dashboards

Surveys

Data analysis

NLP

Tools

Qualtrics

HTML/CSS

JavaScript

Job description

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 improve and measure customer health. The ideal candidate has 3–5 years in a SaaS/tech customer experience role, hands-on Qualtrics experience, and a track record of