Senior Analyst, Customer Insights

Outfront Media; New York (NY); On-site; USD 90,000 - 100,000; Full time

Job summary

OUTFRONT Media in New York seeks a Senior Analyst, Customer Insights to design, build, and operationalize customer feedback programs using Qualtrics across the customer journey, partnering with Sales, Operations, Marketing and Client Success.

You will translate survey data into actionable insights to improve onboarding, campaign execution, and post-campaign performance, with dashboards tracking sentiment and initiatives that drive satisfaction, retention, and revenue growth.

Qualifications

• 4–7 years in customer insights or related analytical roles.
• Hands-on experience building/administering Qualtrics surveys.
• Experience managing customer feedback across lifecycle stages.
• Strong analytical and data interpretation skills.
• Advanced Qualtrics design (logic, workflows, dashboards).
• Experience integrating survey tools with CRM (Salesforce) preferred.
• Strong Excel; BI tools experience a plus.

Responsibilities

• Design and implement a customer feedback program across onboarding, campaigns, and renewals.
• Build and deploy Qualtrics surveys with advanced logic and personalization.
• Own end-to-end survey lifecycle: programming, QA, deployment, monitoring, optimization.
• Create dashboards to track sentiment across touchpoints and report insights.
• Collaborate with Sales, Operations, Marketing, and Client Success to drive action.

Skills

Qualtrics surveys

Customer insights

Data analysis

CRM integration

Excel / BI tools

Stakeholder communication

Tools

Qualtrics

Salesforce

Sigma

Job description

Overview

The Senior Analyst, Customer Insights is responsible for designing, building, and operationalizing customer feedback programs using Qualtrics to capture insights across key touchpoints in the customer journey. This role will partner closely with Sales, Operations, Marketing, and Client Success teams to develop actionable insights that improve onboarding, campaign execution, and post-campaign performance, ultimately driving customer satisfaction, retention, and revenue growth.

Key Responsibilities

Survey Strategy & Program Design

• Develop and manage a comprehensive customer feedback strategy across the full customer lifecycle, including: Onboarding / implementation
• Campaign execution (in-flight)
• Post-campaign / renewal stages
• Design scalable survey frameworks that align with business priorities and key performance indicators (e.g., NPS, CSAT, effort scores).
• Identify key moments that matter in the customer journey and ensure feedback is captured in a timely and actionable manner.

Qualtrics Survey Development & Administration

• Build, test, and deploy surveys within Qualtrics, including advanced logic, branching, and personalization.
• Own end-to-end survey lifecycle management (programming, QA, deployment, monitoring, optimization).
• Manage integrations between Qualtrics and internal systems (e.g., CRM, sales systems) to automate survey triggers and data flows.
• Maintain survey governance standards, including branding, survey fatigue management, and compliance with data policies.

Data Analysis & Insights

• Analyze survey data to identify trends, key drivers, and areas for improvement.
• Develop dashboards and reporting to track customer sentiment across touchpoints.
• Translate findings into clear, actionable insights for stakeholders across Sales, Operations, and Leadership.
• Conduct deeper root-cause analyses to inform strategic decisions and operational improvements.

Continuous Improvement & Governance

• Monitor survey performance and continuously optimize response rates and data quality.
• Establish and enforce best practices for customer feedback collection and analysis.
• Stay current on Qualtrics capabilities and industry trends to enhance program effectiveness.
• Recommend and implement process improvements to enhance the customer experience.

Required Qualifications

• 4–7 years of experience in customer insights, survey research, sales operations, or a related analytical role.
• Hands-on experience building and administering surveys within Qualtrics (required).
• Experience managing customer feedback programs across multiple lifecycle stages.
• Strong analytical and data interpretation skills.
• Advanced proficiency in Qualtrics survey design (logic, workflows, dashboards).
• Experience integrating survey tools with CRM systems (e.g., Salesforce) is preferred.
• Strong Excel and/or data analysis skills; experience with BI tools (Sigma) is a plus.
• Ability to work with large datasets and synthesize insights quickly.

The draw (salary) range for this role is $90,000-$100,000 per year. This role is also eligible for commission. Compensation is determined during our interview process by assessing a candidate’s experience and skills relative to internal peers and market benchmarks evaluated for the scope and responsibilities of the position. Please note that the foregoing compensation information is a good‑faith assessment associated with this position only and is provided pursuant to the New York Salary Transparency Law.

OUTFRONT Media Is An Equal Opportunity Employer All applicants shall receive equal consideration without regard to race, color, religion, gender, marital status, gender identity or expression, sexual orientation, national origin, age, veteran status or disability. Please refer to the OUTFRONT Media

At OUTFRONT, we’re in the business of growing our people, the places we touch, and our partners’ businesses. As the most visible platform in America, we have a profound opportunity, and more importantly responsibility, to positively impact the people and businesses within the communities in which our canvases exist.

We are proud to be named on Newsweek’s list of America’s Most Responsible Companies 2021 and to be a certified Great Place To Work. We provide a platform that connect brands to their target audiences, as they live their lives. We are famous for the unrivaled impact and creativity of our medium. We champion the power of the largest canvases across North America to grow advertisers’ businesses through driving engagement, fame, and trust. And we do it where it matters.

We are everywhere. We empower smart brands to take advantage of our ubiquity across 500,000 canvases, our national footprint across 25 top markets, and targeted relevance that can be achieved through our local dominance.

We are front and center in the places where people live, work, and travel; from urban centers, to busy highways, to transit hubs, to neighborhoods.

We provide the permanent in a media landscape overwrought with the transient. The IRL to fuel the URL. The confluence of, and flexibility between, screens. Truth, trust, and visibility.

We are Intelligent OOH. We leverage new technology to make OOH more relevant, responsive, and rewarding to make your existing digital investments work harder.

OUTFRONT. We Get You America.