Qualtrics CX Insights Analyst

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

Benefits offered by this job

Medical coverage

Dental and vision

Retirement benefits

Parental leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens Bank is seeking a Business Insights Analyst to support the CX Research and Analytics team, focusing on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform. The role involves building and refining surveys, maintaining dashboards, and delivering strategic recommendations to improve CX health.

Hybrid schedule with 4 days in office and 1 day remote, across Westwood and other CFG hub offices.

Qualifications

• 3-5 years in a SaaS/tech customer experience role.
• Hands-on experience with Qualtrics XM Engage or similar platforms preferred.
• Experience delivering technical solutions that drive business value.

Responsibilities

• Develop surveys and maintain dashboards within Citizens Listens VoC Qualtrics XM Engage platform.
• Design and document functional and technical requirements; help scope projects.

Skills

Qualtrics XM Engage

Survey design

Dashboards

Data visualization

HTML/CSS

JavaScript

NLP basics

Problem solving

Tools

Qualtrics XM Engage

Job description

Citizens Bank is seeking a Business Insights Analyst to support the CX Research and Analytics team, focusing on implementing and maintaining surveys, reporting, and technical implementations in the Citizens Listens Qualtrics platform. The role involves building and refining surveys, maintaining dashboards, and delivering strategic recommendations to improve CX health.

Hybrid schedule with 4 days in office and 1 day remote, across Westwood and other CFG hub offices.