CX Insights Analyst — Qualtrics & Surveys (4-Day Office)

Citizens; Westwood (MA); Hybrid; USD 80.000 - 106.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Qualtrics XM Engage

Survey design

Dashboard reporting

Data analysis

HTML/CSS/JavaScript basics

Tools

Qualtrics

Jobbeschreibung

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.