VoC Insights Analyst — Qualtrics & CX Dashboards

Citizens Financial Group; Westwood (KY); Hybrid; USD 80,000 - 106,000; Full time

Benefits offered by this job

Medical coverage

Flexible work arrangements

Education reimbursement

Job summary

Citizens Financial Group is seeking a Business Insights Analyst to support the CX Research and Analytics team, focusing on implementing and maintaining surveys, reporting, and technical deployments in the Citizens Listens Qualtrics platform. The candidate will have the opportunity to work together with members of the Experience Optimization and Customer Experience Transformation teams.

The candidate will be tasked with building and refining surveys and maintaining dashboards within the customer

Qualifications

• 3-5 years of experience at a SaaS or technology company in a CX function or related area.
• Hands-on experience with Qualtrics XM Engage.
• Experience delivering technical solutions that drive business value.
• Ability to create and manage surveys with attention to outcomes.
• Basic HTML/CSS/JavaScript skills.
• Proven track record of surveys and dashboards delivering actionable insights.

Responsibilities

• Develop surveys and maintain dashboards within the Citizens Listens 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 key metrics.
• Maintain industry knowledge on maximizing the effectiveness of a VOC platform.

Skills

Survey design

Dashboard design

Data analysis

NLP knowledge

Time management

Tools

Qualtrics XM Engage

HTML/CSS

JavaScript

Job description

Citizens Financial Group is seeking a Business Insights Analyst to support the CX Research and Analytics team, focusing on implementing and maintaining surveys, reporting, and technical deployments in the Citizens Listens Qualtrics platform. The candidate will have the opportunity to work together with members of the Experience Optimization and Customer Experience Transformation teams.

The candidate will be tasked with building and refining surveys and maintaining dashboards within the customer