Data & Customer Insights Analyst, Client Experience

Advisor Group Inc.; Scottsdale (AZ); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Paid time away

Volunteer days

Job summary

Osaic is seeking a Data & Customer Insights Analyst to analyze complex customer, market, and operational data, delivering actionable insights that improve customer experience and inform strategic funding decisions. The role partners cross-functionally to lead NPS analysis, customer journey mapping, and statistical modeling, translating data into clear recommendations for service and process improvements.

The ideal candidate brings a strong analytical mindset, deep customer insights expertise,

Qualifications

• Minimum Bachelor's level qualification in a quantitative field (Analytics, Statistics, Economics, CS).
• HS Diploma or GED + Significant Practical Experience (10+ years) in statistical modeling and customer insights will be considered.
• Experience with NPS (Net Promoter Score) is preferred.
• Strong Excel skills including VBA and data visualization tools such as Tableau.
• Financial services experience is a plus.

Responsibilities

• Administer and optimize customer feedback platforms (Pendo, Medallia) to maximize data collection and analysis efficiency.
• Deliver data-driven insights and recommendations as part of the Voice of the Customer & Corporate Strategy team.
• Support NPS analysis, including verbatim feedback review, trend analysis, driver identification, and segmentation.
• Document and monitor business processes, rules, requirements, metrics, and SOPs from transformation initiatives.
• Present findings and recommendations to sponsors and key stakeholders.
• Stay current on CX, analytics, and financial services trends to enhance methods and impact.
• Assess end-to-end process performance by aggregating data from multiple sources for improvements.
• Build relationships across business units and locations to drive meaningful change.

Skills

Analytical mindset

Customer insights

Independent thinker

Attention to detail

Problem solving

Self-motivated

Stakeholder communication

Education

Bachelor's degree in Analytics/Statistics/Economics/Computer Science

HS Diploma or GED + 10+ years practical experience

Tools

Pendo

Medallia

Snowflake

Power BI

Tableau

Excel

VBA

Job description

Osaic Careers Business Analyst Opportunity in Financial Services Data & Customer Insights Analyst, Client Experience

Location(s): Atlanta: 2300 Windy Ridge Pkwy SE, Suite750, Atlanta, GA 30339 La Vista:12325 Port Grace Blvd, La Vista, NE 68128 Oakdale: 7755 3rd St. N, Oakdale, MN 55128 Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255 St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702

Osaic is not considering remote candidates at this time. Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type: Full-time Salary: $80,000 - $90,000 per year + annual bonus Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education. Our competitive compensation is just one component of Osaic’s total compensation package.

Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page: https://careers.osaic.com/Creative/Benefits.

Summary

This role is responsible for analyzing complex customer, market, and operational data to deliver actionable insights that improve customer experience and advise strategic funding. The position partners cross‑functionally to lead NPS analysis, customer journey mapping, and statistical modeling, translating data into clear recommendations that drive service and process improvements. The ideal candidate brings a strong analytical mindset, deep customer insights expertise, and is a self‑motivated learner.

Education Requirements

Minimum of Bachelor's level qualification in a quantitative field such as Analytics, Statistics, Economics, Computer Science, or a related field. H.S. Diploma or GED certificate + Significant Practical Experience (10+ years) in statistical modeling and customer insights will be considered.

Responsibilities

• Administer and optimize customer feedback platforms (e.g., Pendo, Medalia) to maximize data collection and analysis efficiency
• Deliver sound, data-driven insights, and recommendations as part of the Voice of the Customer & Corporate Strategy team
• Support Net Promoter Score (NPS) analysis, including verbatim feedback review, trend analysis, driver identification, and segmentation, to uncover root causes of customer sentiment and loyalty
• Document and monitor business processes, rules, requirements, metrics, and standard operating procedures as a result of transformation initiatives
• Present findings and recommendations with confidence and communicating these to sponsors and key stakeholders
• Stay current on customer experience, analytics, and financial services industry trends to continually enhance insights, methodologies, and impact
• Assess end to end process performance through collecting data from multiple sources to propose process improvement opportunities
• Build and maintain strong internal working relationships at all levels of the organization and across business units and site locations
• Leverages these relationships in helping to drive meaningful change across the company
• Document current and future state through process flow, value stream mapping and customer journey map exercises
• Perform other duties as assigned, especially those related to the organization’s Strategy & Voice of Customer agenda

Basic Requirements

• 2-5 years’ experience in analyzing and synthesizing complex data including using dashboards and reporting tools i.e., Pendo, Medallia, Snowflake, or Power Bi
• Strong Excel experience (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau
• 2- 5 years of market research and/or consumer insights experience, specifically with NPS (Net Promoter Score)
• Strong process, customer journey, and value stream mapping experience that drives value‑added business insights into process performance and customer impacts
• Strong process‑driven, fact‑based mindset, and problem‑solving skills
• Passion for the driving improvements to the service and customer experience
• Independent thinker, motivated self‑starter, high attention to detail
• Experience leveraging statistical/probably techniques and tools to analyze processes
• Proficiency with Microsoft applications (Outlook, Word, Excel, PowerPoint, Visio, OneDrive, SharePoint)
• Medallia Admin Certified

Preferred Requirements

• Financial Services industry, Broker-Dealer, Banking or Insurance experience
• Project and Program Management experience
• Experience linking NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of customer experience
• Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives